Realtime Metrics and Reporting

People performance

• Understanding the Agent states export
• Understanding the Agent scorecard report
• Understanding the Team performance report
• Understanding the Agent activity report

Schedules and Staffing

• Understanding the Schedule analytics report
• Understanding the Staffing heatmap report

Realtime Overview

• Setting up the Realtime overview
• Understanding the Realtime overview

Contact volume

• Understanding the Forecasted vs. actual report
• Understanding the Trend analytics report

Metrics in Assembled

• List of metrics and definitions