Plans and permissions:
- View and export staffing heatmaps: Admin, Manager, Team Lead, or Standard role, or a custom role with Overall staffing heatmaps set to Can view and export
Use Staffing heatmaps to see, across a whole week, when you have more or fewer people than you need. Each heatmap is a grid of days and times, shaded by value, so busy and short-staffed times stand out at a glance. You can compare what you scheduled, what your forecast requires, and how much time your team actually spent in adherence.
To open it, go to Report > Staffing heatmaps.
Navigating Staffing heatmaps
| Item | What it’s for |
|---|---|
| Overall staffing tab | The heatmaps in this article, for the channel and queue you filter to. |
| By queue tab | Staffing for each queue side by side. |
| BPO requirements tab | Staffing against the requirements set for your BPO partners. Appears if your company uses BPO planning. |
| Filters | The week, channel, queue, and other filters the heatmaps use. |
| View selector | Which heatmaps to compare. See Choose a comparison view. |
| Interval | 15 minutes, 30 minutes, or 1 hour per row. |
| Download | Exports the heatmap data. See Export heatmap data. |
Hover over any cell to see its values. To check the schedule for that time, select View on timeline in the tooltip.
Heatmaps
Scheduled staffing
The staffing scheduled for the channel at each day and time, from team members’ schedules on the Staffing timeline. For example, a cell for 11 AM on Wednesday showing 12 means 12 people’s worth of time is scheduled for the channel in that interval.
The tooltip shows two numbers:
- Scheduled staffing counts how much of the interval each team member is scheduled for. Someone scheduled for the full interval counts as 1, and someone scheduled for half of it counts as 0.5.
- Agents counts everyone scheduled at any point in the interval, however long. It’s the same as Distinct agents on the Staffing timeline.
For example: from 10:30 to 11:00 AM, two team members are scheduled for an Open event for the whole interval, and a third for 15 minutes of it. Agents is 3, and Scheduled staffing is 1 + 1 + 0.5 = 2.5.
Required staffing
The staffing your forecast says you need for the channel at each day and time to meet the service level goals in your staffing settings. For example, 6 at 11 AM on Wednesday means you need 6 people scheduled for the channel then. For how it’s calculated, see Staffing parameters.
Net staffing
Scheduled staffing minus required staffing:
- A positive number is a surplus: more people are scheduled than required.
- A negative number is a deficit: fewer people are scheduled than required.
For example, +6 at 11 AM on Wednesday means 6 more people are scheduled for the channel than you need.
Actual adherence
The hours spent in adherence by the team members scheduled at each time. For example, 0.7 means they spent 0.7 hours in adherence during that interval. In the comparison views, Net difference shows the gap between actual adherence and required or scheduled staffing.
Below the heatmaps, daily totals show Staffing, Hours, and Agents for each day.
Choose a comparison view
Use the view selector to choose which heatmaps appear side by side.
| View | Heatmaps shown | Use it to |
|---|---|---|
| Scheduled vs. Required | Scheduled staffing, Required staffing, Net staffing | Check whether your schedule covers what your forecast requires. |
| Actual vs. Required | Actual adherence, Required staffing, Net difference | Find gaps between the time actually worked in adherence and the time required. |
| Actual vs. Scheduled | Actual adherence, Scheduled staffing, Net difference | See how much of your scheduled time your team actually adhered to. |
| View all | Scheduled staffing, Actual adherence, Required staffing | Compare all three side by side. |
Export heatmap data
- Select Download.
- In Export heatmap, choose the Export range and whether to Exclude empty rows.
- Select Export metrics.