Insights provides you with insightful data into how you use the capacity of your team.
Understand how well you scheduled
Track your time off levels
Dig into utilisation
Identify areas to improve your scheduling
What is the Insights page?
Schedule Insights offers you the flexibility to assess the effectiveness of your past schedules or proactively plan ahead by gaining insights into your team's future time allocation.
If you're looking at a date in the future, the system will use the forecasted number of tickets you're expected to received in calculations.
If you're looking at a date in the past, the system will use the actual number of tickets you received in calculations.
⚠️ Schedule insights will only include data from published schedules.
Service capacity breakdown
The service capacity breakdown provides a simple overview of where capacity has been lost across the planning process, alongside a comparison of your actual staffing vs required staffing.
This graph helps you to visualise your external shrinkage (time lost to time off and sickness) and internal shrinkage (time lost to non-service tasks, breaks and meetings).
Dialpad WFM also provides a simple overview of whether you are, or will be, under or overstaffed.
How to read the chart
The chart consists of 6 bars, each representing time:
Planned shifts - This is the total amount of time from all shifts added to the schedule. It includes any shifts which were added tp the schedule but overridden by time off. It give you a view of the total amount of time you originally planned before time off was taken.
Time off - This is the total amount of time off which has conflicted with a planned shift. This give you view of how much time you have lost from time off being taken.
Scheduled shifts - This is the amount of time actually scheduled after time off has been taken.
Offline time - This is the total amount of time scheduled on non service activities.
Queue time - This is the total amount of time scheduled on service activities. Service activities are those which have been linked to forecasts. See how link activities to forecasts here.
Required queue time - This is the total amount of time needed on service activities to meet your service targets. This is calculated by taking your actual ticket volumes (when looking in the past) or forecasted ticket volumes (when looking into the future) and multiplying by your Average Conversation Time setup in your queues.
On the left, the insights card shows the you delta between queue time and required queue time.
How to view as hours or agents (FTE)
By default, the service capacity breakdown chart is shown in hours.
You can choose to view the chart in full time equivalent (FTE) by clicking the "Convert to FTE". You can customise the FTE hours by clicking the link inside the insights card.
How to use this data
Decide whether or not you can afford to approve time off
Identify patterns in over or understaffing
Understand the impact of high or low utilisation
Represent the true capacity of an FTE agent in your reporting
Activity time insights
Activity time insights shows you the breakdown of how time was scheduled across your queue (i.e. activities linked to queues) and offline activities (other activities, breaks and meetings)
For each activity, you'll see how many hours were scheduled, and what % of the total time that represents.
On the right, the insights card shows the you overall % of time that was spent on service tasks (i.e. utilisation), and the biggest form of internal shrinkage (i.e. which non-service activity took up the most time).
How to use this data
You can use this information to make informed decisions, allocate resources strategically, and ensure that each channel and activity is receiving the attention it deserves
Coverage heat map
The coverage heat map provides a summary of your coverage in the chosen period.
This allows you to understand how well you scheduled your team across your different activities at different times of the day.
It shows the delta between how many agents you schedules vs how many agents you needed.
How to use this data
You can use this data to identify areas of consistent over or understaffing, which you can use to:
Update your shift plans: Moving the start or end times of shifts can allow you to achieve more even coverage.
Adjust activity rules: Extending your lunch window may provide you with better coverage.