Scheduling
What types of events impact scheduled staffing?
Productive
What is the name of the methodology we use for forecasting?
Rolling or trailing average
What type of events do we calculate adherence for?
Productive
What report combines the unique configurations you set with our contact volume forecast to give you a granular breakdown of your staffing needs by day, time, and channel?
Staffing heatmap
What contact platform do we have an app built for?
Zendesk
Meetings, breaks, and project work are examples of what type of event?
Default
What is the feature called to exclude data from impacting the forecast?
Outlier
What is the feature called that determines if someone is in or out of adherence?
Agent state mapping
Schedule Analytics
What is the name of the integration that requires a special teamwide email?
Gcal > Assembled
What two parts of the product are needed to get to required staffing?
The forecast and configured variables
What feature allows you to make modifications to your forecast?
Adjustments
True or False: If you change your agent state mappings, your adherence updates retroactively.
True
What's the name of the report that allows you to have visibility into daily historical data for each agent's adherence?
Agent Activity or Agent scorecard
What is the name of the integration that is user specific?
Assembled > Gcal
What does the color green indicate when viewing the bar graph on the staffing timeline?
A surplus in your staffing
What's the feature called that shows how precise our forecast was?
Forecast Accuracy
True or False: The cards and metrics at the top of the realtime overview are user-specific?
False: The metrics and cards at the top are set per company
What changes the view without changing data?
Filters
Salesforce
What's the name of the conflict type when you want to replace existing template events with new template events but want to keep any edits that were made to the schedule?
Keep manually edited events
What is the feature that allows you to create specific sub-forecasts?
Queues
What feature allows you to create color coded flags on the realtime dashboard?
Thresholds
What report provides detailed information on past performance at the individual and team level?
Team Performance
What integration do we have that only syncs in agent states, not ticket information?