This report combines the unique configurations you set with the awesome power of our contact volume forecast to give you a granular break down of your staffing needs by day, time, and channel.

You can navigate this report by selecting a date range from the upper left, and selecting a channel from the drop down menu on the right. If you'd like to get even more granular, you can filter by specific queues using the "filters" menu next to the channel drop down. From here, you'll notice three heatmaps labeled scheduled staffing (in green), required staffing (in red), and net staffing (color coded).

Scheduled staffing

This report 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 : 3:30-4:00 am there are 5 distinct agents and 4 scheduled staffing

• 5 distinct agents: # of distinct agents scheduled
  • agent 1 + agent 2 + agent 3 + agent 4 + agent 5 = 5 
• 4 scheduled staffing # of agents scheduled for a full interval (30 mins)
  • agent 1 + agent 2 + agent 3 + (1/2 * agent 4) + (1/2 * agent 5) = 4
  • agent 4 and agent 5 are only scheduled for half of that 3:30-4:00 am interval so they only count as 1/2 of a scheduled staffing
    

 

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

This report indicates the difference between the number of people we predict you need under "required staffing" vs. the number of folks you currently have scheduled for that channel on the staffing timeline. If you have a deficit between how many people we project you'll need vs. the amount of people you have scheduled, the net staffing will be a negative number and in red. If you have a surplus between how many people we project you'll need vs. the amount of people you have scheduled, the net staffing will be a positive number and in green. In the example below, the highlighted portion represents that at 11 AM on Wednesday, there were 6 more people scheduled for this channel than we project are necessary.