The Staffing Timeline is the primary view where you can: 

  • See your forecasted support volume and required number of people to meet that volume against a time interval
  • Schedule agents against this demand, and visualize any over and under-staffing immediately

Contacts 

(i.e. inbound support volume = phone calls, emails, chats)

Select Contacts to view a graph comparing forecasted volume against actual volume. Forecasted volume is generated by accounting for the historical arrival patterns of support contacts, while taking into account recent trends and seasonality. You may see different options depending on the channel (e.g. Email, Chat, Phone) and integrated platform (e.g. Zendesk, Salesforce, Intercom).

Agents 

(i.e. the awesome people in your team!)

Selecting “Agents” in the Staffing Timeline allows you to view a graph comparing how many people are scheduled (“Scheduled Staffing”) against how many you are required to have based on your forecast (“Required Staffing”).

Staffed: Indicates the number of people scheduled for the selected time frame and channel. This is visualized by the blue bar and corresponds to “Scheduled Staffing” in the row below.

Surplus: Indicates you may be overstaffed. This is visualized by the green bar and corresponds to the green numbers in “Net Staffing”.

Deficit: Indicates you may be understaffed. This is visualized by the red bar and corresponds to the red numbers in “Net Staffing”.

Net Staffing is calculated as the difference between Scheduled Staffing and Required Staffing.

Adjusting the Time Period

Use the Date selector to change the time displayed in the timeline by: 

  • clicking the date box and selecting the desired date
  • clicking the arrows to move the timeline forward or backward by the selected date increment. 

The Day or Week buttons allow you to see the schedule on a daily basis or weekly basis.

To view Staffing Timeline for each channel or all channels

Use the Channel selector to change the contact channel displayed in the timeline. Select Email, Phone or Chat as individual channels or select an aggregate of all channels from the drop-down menu.

To view the Staffing for specific teams / queues / sites

Use the Filters selector to select granular categorizations, including Queue, Site, and Team. You can customize these Filters under the Settings page.

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