Workforce management
Complete visibility into
your support operations
Real-time dashboards for metrics, agent performance, and ticket trends — so your customers always receive the best support experience.
As your customer base grows, so do the support requests, turning a once manageable queue into a nonstop challenge.
Relying on outside vendors, or juggling multiple internal teams, introduces new complexities, from meeting strict SLAs to keeping communication consistent across time zones.
If your goal is to maintain a top-tier experience for every customer, you need clear oversight and real-time data to keep everything running smoothly.
Support overview
Everything at a glance
Stay in control of your support operations with real-time visibility into workload, efficiency, and team availability. Instantly see where action is needed, reduce wait times, and ensure your team is equipped to handle every request.
- Watch pending work at a glance
- Real-time status of tickets in backlog and in progress
- Average waiting time and response time visibility
- Identify knowledge gaps from unhandled tickets
Agent visibility
Know your team in real-time
Know who is online and who is offline. Check the number of agents available by the hour and spot any gaps in coverage immediately. This visibility helps ensure proper staffing across all support channels.
- See which agents are online and their capacity
- Detailed agent KPIs
- Performance by agents or teams
- Identify workload distribution issues
Historical analysis
Plan with confidence
View historical charts that map ticket creation by hour, day, and week. Understanding these trends helps you plan staffing and adjust support operations to meet customer demand patterns.
Trend visibility
Tickets created by hour, day, and week
Staffing insights
Improve your staffing plan based on historical data
Predictive planning
Predict future staffing needs before they become gaps
Capabilities
Everything you need for workforce oversight
Real-time monitoring
Track support metrics as they happen with live dashboards
SLA tracking
Ensure service level commitments are being met consistently
Agent management
Monitor agent availability and performance in one place
Historical analysis
Identify trends and patterns to optimize support operations
Custom reporting
Create tailored reports for your specific business needs
Vendor oversight
Maintain control over outsourced support teams
Coverage planning
Ensure proper staffing based on historical ticket volumes
Performance metrics
Measure what matters with customizable KPIs
Frequently asked questions
How does the dashboard help with vendor management?
Can I customize which metrics are displayed?
How frequently are metrics updated?
Can I export reports from the dashboard?
Take control of your support operations
Real-time visibility into your team's performance, ticket trends, and service levels.