The Staffing heatmap report provides a comprehensive breakdown of your staffing needs across different days, times, channels, and queues. By leveraging our contact volume forecast and configured contact goals, this report helps you understand:

• Scheduled Staffing: Number of agents scheduled.
• Required Staffing: Number of agents needed based on projected volume.
• Net Staffing: Difference between scheduled and required staffing.
• Actual Adherence: Total hours agents adhered to their schedules.

With intuitive navigation and filtering options, you can tailor the report to specific queues, ensuring your team is effectively aligned with operational demands.

Scheduled staffing

This heatmap indicates the amount of people currently scheduled to that channel by day and time. This is based on agent schedules in the Staffing timeline for the selected date range. In the example below, the highlighted portion represents that at 11 AM on Wednesday, there were 12 people scheduled for this channel.

In this report you'll notice when you hover over a box you'll see a metric called Agents 

• This metric is pulled from the metric Distinct agents on the Staffing timeline.

• Distinct agents will give you the number of agents scheduled during that interval regardless of the length they are scheduled for. 
• Scheduled staffing will give you the number of agents scheduled during that interval taking into account the length they are scheduled for.

Example : 10:30-11:00 am there are 3 distinct agents and 2.5 scheduled staffing

• 3 distinct agents: # of distinct agents scheduled for the "Open" event.
• 2.5 scheduled staffing # of agents scheduled for a full interval (30 mins)
  • agent 1 + agent 2 + (1/2 * agent 3) = 2.5
  • agent 3 is only scheduled for half of that 10:30-11:00 am interval so they only count as 1/2 FTE
    

 

Required staffing

This report indicates the amount of people that we predict you will need staffed to that channel to meet projected volume according to your forecast and the contact goals you set up in configurations. In the example below, the highlighted portion represents that at 11AM on Wednesday, we project that there will need to be 6 people scheduled for this channel.

Net staffing

Net Staffing indicates the difference between Scheduled Staffing and Required Staffing:

• Positive Net Staffing (Green): You have more agents scheduled than required (surplus).

• Negative Net Staffing (Red): You have fewer agents scheduled than required (deficit).

• Example: At 11 AM on Wednesday, there is a +6 net staffing, meaning you have 6 more agents scheduled than necessary for this channel.

Actual Adherence

This report indicates how many agents scheduled during that time were in adherence for that period or block of time. In this example, 0.7 hours in this block of time were spent in adherence. 

Comparison Views

You can compare all these reports against each other or combine them all. 

Scheduled vs Required

Use this view to compare the number of scheduled hours to the number of required hours. 

Actual vs Required

Use this view to compare the hours in adherence to the number of required hours.  This can help you and your team identify any deficits in the number of actual hours worked and the number of required hours needed to be worked. 

Actual vs Scheduled

Use this view to compare the number of hours in adherences to the number of scheduled hours. This can help you and your team identify how much of your scheduled time is actually adhered to. 

View All

Use this view to compare all three reports side by side.

Video tutorial