Intraday Management Dashboard Overview

Staffing Metrics

The dashboard displays three staffing metrics:

Net Staffing indicates your staffing status for the hour:

• A positive value indicates overstaffing.
• A value of zero indicates that staffing meets the requirement.
• A negative value indicates understaffing.

Shift Activities

Shift activities provide a breakdown for each shift. The following shift segment types display a default color:

• Break: Scheduled rest time during the rep’s shift.
• Work: Scheduled time for handling customer interactions and work activities.
• Non-work: Scheduled time for activities outside of direct customer work, such as training, meetings, or administrative tasks.

Time Zone

The dashboard shows each rep’s time zone settings. It updates the rep’s time across shifts, resource absences, and the staffing grid.