Add ability to view the Agent Scorecard view for multiple agents at a time. | Assembled Workforce Management

Add ability to view the Agent Scorecard view for multiple agents at a time.

Gradual Chimpanzee

Currently, we only can see that level of detail one agent at a time. This impacts our ability to see trends and larger picture.

March 6, 2025

Vast Chickadee

I joined the Assembled Roadmap Presentation today (7/21) and brought up this enhancement. The most important metrics for my Leaders are Schedule Adherence, Productive Adherence Availability and Occupancy. I'm unsure if it's easier to build these metrics to choose in filters or if all information can be displayed at one time based on interval/date filters.

Vast Chickadee

Request: Create an Agent Scorecard report similar to the existing Support Volume report.
Current Challenge: To review agent attendance for the previous day, we currently have to open each agent’s profile individually. This process is very time‑consuming.
Proposed Solution: A report structured like the Support Volume report, using the same filters, with the ability to drill down into 15‑minute intervals. The report should include columns for all metrics currently available on the Agent Scorecard.
Business Need: This would significantly reduce manual review time and provide an efficient way to identify agents who are late by 11 minutes or more on scheduled workdays.