Reports

Performance reporting

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

Staffing reporting

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

Realtime reporting

• Updated Realtime dashboard
• Setting up the Realtime overview
• Understanding the Realtime overview

Volume reporting

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

Metrics in Assembled

• List of metrics and definitions