Manager demo environment · Mock data only · No confidential information
Agent Quality Agent Quality
Operations Overview
Risk, Compliance & Governance
Workforce Strategy & Optimization

Notifications

LIVE
Live escalation watch active
Cross-queue sentiment monitor running for Loyalty
Monitoring only
Now
LIVE
Service level risk detected
Hold times trending above target in Loyalty
Monitoring only
2m
ACTION
Schedule change request
3 shift swaps awaiting manager approval
48m
ACTION
Staffing gap flagged
Peak hour coverage below target in Loyalty
27m
INFO
Capacity forecast updated
Expected call volume up 6% for next week
Today
INFO
Weekly staffing review ready
Headcount summary prepared for leadership
4h

Profile details

Lauren Mitchell
Senior Operations Manager · Customer Care
Timezone
PT
Shift
7:00 AM - 3:30 PM
Queue focus
Retention, Loyalty
Status
On call
Last calibration
Thu
Tenure
5y 8m

Workforce Strategy & Optimization

Forecasting, capacity planning, and agent experience signals

Workforce Capacity Forecasting

✦ AI Insights
Last 30 days · All queues · All skills
Staffing demand Available capacity Overload risk forecast +6%

Next Week Snapshot

✦ AI Insights
Peak demand
78 calls/hr
Skills gap hours
145 hrs
Best fit summary
Billing, Claims

Capacity Risk Summary

✦ AI Insights
29
Overtime risk
30 day outlook
Overload risk forecast

Agent Experience Signals

✦ AI Insights
Burnout risk index
29
Stress signal index
65
Supporting actions
Average coaching rated helpful 78%
KB suggestion acceptance rate 4.3 / 5
Involuntary attrition 4.3%

Training & Enablement Impact

✦ AI Insights
AHT before vs after
5m 49s → 5m 21s
-8%
Skill survey completion
86%
+6%
Coaching confidence
4.1 / 5
Stable
Gamification points
3,428
Last 7 days

Strategic Levers

✦ AI Insights
Hire vs train This week
KB investment Recurring
Smart automation potential Moderate