User Availability Insights

Overview - what is the Insights feature?

The optional 'Insights' feature lets you capture key information regarding the availability of agent users. This can help Team leads and Operations Managers to better schedule work by giving them a view of where time is being spent day-to-day.

How does it work?

If Insights is switched on in your system (see Enabling Insights), when users log into Work Manager for the first time each day, they'll be met with a popup after a short while, asking them to confirm:

• Their working hours for the day, e.g. 8 hrs (this may default in a value from their working calendar if one is set for them, or from the previous day's entered value.

• a rundown of any non-core activities they may have planned for the day, for example a training session, or 1-2-1 meetings, plus their expected working hours for the day.

• optionally, they can note down how they're currently feeling too.

The purpose of this popup is to allow agents to note down the time when they will be busy on activities such as meetings or 1-to-1 feedback sesssions.

This data can then be assessed by Team Leader and Operations Managers to help form a clearer picture of how much time is available for actively working on Cases, Ticket and & Actions versus other indirect activities such as attending Meetings or Training courses or similar. As part of this, obviously the overall number of working hours available for a given day for that user needs to be captured, as well as things like expected break totals.

Over time, Team Leaders will be able to form a picture of the overall amount of time available for these different activities, and spot trends to help them predict capacity going forward. There's also the ability for some short term forward planning if we have visibility of agents' expected time available over the next few days.

Enabling Insights

The Insights feature can be enabled / disabled by Admin This feature can be enabled from the General Settings section of Builder.

The different section of Insights

The Insights Feature has the following main sections:

The Insights PopupMain Insights PageMain Insights Page: Team Leader FeaturesThe User Insights Report

Whose Data can I see?

In the Main Insights Page, and the Insights Report, you will only see your own availability insight data. If you have people that report to you in Enate, you'll also be able to see the data from your team members, depending on the level of feature access you have set in your user role, specifically:

• Users with the 'Set up Team & Queues' feature access option - set in the User Roles section of Builder - will be able to see the information entered by themselves and their team (i.e. the people who they manage).

• Users without the 'Set up Team & Queues' feature access option will only be able to see their own data.