Agent Performance & Workforce Optimisation

AGENT PERFORMANCE & WORKFORCE OPTIMISATION

Performance is reviewed monthly from lagging reports, so an overloaded or struggling agent is spotted long after the SLA outcomes have already suffered. Supervisors manage the average and miss the moment.

Actors

  • Operations Manager
  • Duty Manager
  • Head of Resourcing

Systems / Vendors

  • Assist / task dispatch
  • SLA / performance data
  • TimeGate rostering

Business Question

"Why do we spot an overloaded agent in next month's review instead of on the shift?"

What SPoG Does

  • Detects under-performing or overloaded agents from response times and SLA outcomes.
  • Triggers coaching, rebalancing and live re-allocation.
  • Turns performance data into action in the moment.

Outcome Metrics

−20%

SLA misses

1

Live performance view

<12 wks

To first outcomes

Contact us to learn more →