BPO management add-on, billed separately · Admin or Manager role
- Add-on
- BPO management, billed separately. To add it, contact our team.
- View BPO requirements heatmaps
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Admin or Manager role
Or a custom role with BPO management set to Can manage BPOs and allocations on the Data & integrations tab
The heatmaps are available when your company's BPO planning uses intervals of an hour or less. To change your intervals, contact our team.
Admins set roles and permissions in Manage team > Roles and permissions.
Use the BPO requirements heatmaps to see your BPOs’ required, committed, scheduled, and actual hours hour by hour, for each channel, queue, and site. They’re useful for short-term planning, and for checking the hours a BPO actually delivered. Use them with BPO planning: if BPO planning shows a gap for a week, such as scheduled hours well below required hours, the heatmaps show which hours drive it.
To open them, go to Report > Staffing heatmaps and select the BPO requirements tab.
How the heatmaps work
- The page shows four weeks at a time, one heatmap for each week. Each column is a day, and each row is an interval of the day.
- Tiles are shaded on a color scale, from orange for the lowest values to blue for the highest, so you can spot gaps and surpluses quickly. With the Classic staffing chart colors, the scale runs from red to green.
- Each week also shows its total hours, unless you’re showing percentages.
- If your access is limited to certain sites, you see only those sites.
Open the heatmaps from BPO planning
On Forecast > BPO planning, open the menu next to a site or queue and select View hourly breakdown. The heatmaps open in a new tab, filtered to that site or queue, with the same channels selected. To go the other way, select a week’s heatmap to open BPO planning in a new tab.
Choose what to show
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Choose the Channels, Queues, Sites, and Schedule to include.
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Select the date to choose the first week to show. Use the arrows to move four weeks forward or back.
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Choose the interval, such as 1 hour or 30 minutes, and the Time zone.
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Choose a metric: Actuals, Scheduled, Required, or Committed.
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To see the difference between two metrics, choose a second metric after minus. By default, the heatmaps show Scheduled minus Required.
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To show the difference as a percentage, select Show as percentages. It’s available once you’ve chosen two metrics.
The percentage is (first metric − second metric) ÷ second metric × 100. For example, with Scheduled minus Required, 45 scheduled hours against 50 required hours shows as −10%.
Copy or download the data
- To copy one week’s numbers to your clipboard, select Copy on that week.
- To download the data as a CSV, select Download.