If you are interested in using our BPO management features but currently don’t have access, reach out to Assembled Support to get access to these features.
The BPO planner is the central location to visualize and communicate all of your staffing requirements for the upcoming months. It enables you to effectively track how many hours your various BPOs have committed and scheduled relative to your staffing requirements.
On the report, you can filter by Channel, Queue, Site, and Schedule. You can sort and group by the site or queue.
Metrics can be viewed by week or month. With the monthly view, you can zoom into a month by clicking on the dates. This will change the view to show the four weeks of the month and their sum of values.
We provide a selection of viewable metrics: Required (month), Required (hour), Scheduled, and Adherence. The additional metrics are calculated numbers for the difference. They appear to the left of the table at the bottom of each cell and are highlighted. Hovering over the number provides details on the calculation used to determine that metric.
For any site/queue you can also drill down and get a more detailed look:
- View breakdown by queues/sites shows all of the queue or site level data depending on the selected grouping
- View hourly breakdown links you to the BPO heatmap page for an hourly breakdown of your requirements
In the top right, we have three buttons: View history, Upload allocation, and Export.
You can view a snapshot of past uploads so you have a solid audit trail and can understand how the current requirements came to be. You can even give these uploads a name in order to better find them in the future.
Clicking View snapshot will take you to the historical report for the uploaded requirements. That way you can track changes and previous orders.
You can upload the requirement allocation for at least a month. In the top right, is the button Upload Allocation. That will open a panel where you can select the CSV to upload. Below is an example of the format that the CSV must be in:
You’ll be asked to specify the interval you are uploading in: hourly or weekly. Once uploaded, the requirement metric will be populated so you can compare how your vendors are matching your needs.
The Export button will prompt a CSV download of the data for you to use outside of Assembled.
If you have any questions on this feature, feel free to reach out to our Assembled Support team!