Scheduling
Forecasting
Realtime and Adherence
Reports
Integrations
100

What types of events impact scheduled staffing?

Productive

100

What is the name of the methodology we use for forecasting?

Rolling or trailing average

100

What type of events do we calculate adherence for?

Productive

100

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

100

What contact platform do we have an app built for?

Zendesk

200

Meetings, breaks, and project work are examples of what type of event?

Default

200

What is the feature called to exclude data from impacting the forecast?

Outlier

200

What is the feature called that determines if someone is in or out of adherence?

Agent state mapping

200
What is the name of the report that displays the count, distinct days, and hours spent on different events?

Schedule Analytics

200

What is the name of the integration that requires a special teamwide email?

Gcal > Assembled

300

What two parts of the product are needed to get to required staffing?

The forecast and configured variables

300

What feature allows you to make modifications to your forecast?

Adjustments

300

True or False: If you change your agent state mappings, your adherence updates retroactively.

True


300

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

300

What is the name of the integration that is user specific?

Assembled > Gcal

400

What does the color green indicate when viewing the bar graph on the staffing timeline?

A surplus in your staffing

400

What's the feature called that shows how precise our forecast was?

Forecast Accuracy

400

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

400

What changes the view without changing data?

Filters

400
What contact platform integration most commonly requires custom set up work?

Salesforce

500

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

500

What is the feature that allows you to create specific sub-forecasts?

Queues

500

What feature allows you to create color coded flags on the realtime dashboard?

Thresholds

500

What report provides detailed information on past performance at the individual and team level?

Team Performance

500

What integration do we have that only syncs in agent states, not ticket information?

Twilio