Assembled’s BPO heatmaps enables you to see different views of your required, scheduled, actual, and committed hours of your vendors for difference channels, queues, and sites. Used in conjunction with the BPO planning, the BPO heatmaps enable you to easily drill down and see where you have gaps in your hourly metrics. This is especially useful for short term planning or looking retroactively at a BPO’s actual delivered hours.
If you are interested in using our BPO management features but currently don’t have access, reach out to Assembled Support and we can start the conversation of getting access to these features.
For example, if you notice any high-level red flags in the BPO planning- such scheduled hours being well below the required hours for a given week- you can navigate to the BPO heatmap page to identify the specific hourly intervals that are driving the staffing gap.
You can view data four weeks at a time. Clicking on the date will allow you to select the starting week you want to view. Clicking the arrows will change forward or backwards by four weeks at a time.
The heatmap’s axises are each day of the week on the X-axis and each hour on the Y-axis. We use opacity of color to indicate volume. The darker the tile, the higher the number. This is to quickly help you identify higher and lower volume times.
The report can be filtered by Channel, Queue, Site, and Schedule. There is also an option to export the data to a CSV in the top right. For each week, we have the Copy option to copy the numbers to the clipboard.
We have four metrics to view: Actuals, Scheduled, Required, and Committed. We also give the option to view the difference between metrics.
We also provide the option to view the difference values as percentages. The checkbox at the top right of the heatmap charts toggles this option on or off. To use it, you must select two values to view.
There is a shortcut from the BPO planning to easily navigate to the BPO heatmap for any vendor. Click the three dots by the vendor name and select View hourly breakdown. This will open the BPO heatmap in a new tab with the Site filter for the selected vendor.