🧪Test different scenarios so you can meet your SLA every time
Don’t just build schedules — test them! Test Schedules helps you ensure optimal staffing levels by modeling different scenarios and their impact to your SLA. You can now easily publish your test schedule to your primary one, and, better yet, select specific agent groups to apply the schedule to.
This feature applies to folks with draft schedules enabled. If you’d like to turn this on for your organization, reach out to our team.
🌤️Sign up for early access to our latest forecast accuracy report
Easily compare forecast models and select the most ideal one across your various channels and queues with our newest forecast accuracy report. Sign up for early access here.
📊Get early access to our updated realtime analysis page
Calling all RTAs 📣! With our new realtime analysis page, you can easily search for a specific agent, sort and filter by the site and queue of your choice, and save your preferred view to share with your teammates. Identify queues that need support and quickly shift over agents to ensure SLA is met — every single time. Sign up for early access.
- A new CSV export for the Forecasted vs. Actual report is now available with updated formatting and queue options
- Staffing heatmaps have even more granular intervals below the hour threshold with the ability to change your interval via dropdown if your account is on 15 or 30 minute intervals
- API keys now have name and description fields
- Role and restricted sites filtering have been added to the People page