Admin
Configure the business rules that power daily analysis
Business Rules
Operating hours, timezone, and the KPI targets used across daily analysis.
AHT has no universal hard target in V1. It is monitored for trends only.
Eligible Roles & VGH Rules
Which roles count as phone-eligible, and which attendance statuses are ignored for negative reliability analysis.
Quality Evaluator is always excluded and cannot be added as an eligible phone role.
Statuses listed here are excluded from negative reliability scoring. Scheduled Day Off and VGH-related statuses are ignored by default.
Term Code Dictionary
Mapping of call termination codes used throughout reports. Unknown codes remain Unknown until manually defined here.
| Code | Description | Classification | Actions |
|---|---|---|---|
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Analyst Instructions
The current master instructions used to guide AI-generated briefs and recommendations. No version history — this always reflects the latest saved copy.
Agents & Scheduling
Permanent agent roster and effective-dated weekly schedules — the foundation for future staffing analytics. This does not change Talk %, AHT, or any existing report calculation, which remain sourced only from the uploaded reports.
| Agent ID | Name | Company | Status | Weekly Schedule | Actions |
|---|---|---|---|---|---|
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Select a date to see every active agent's planned staffing for that day — normal schedule plus any day-specific override. This reflects scheduled intent only; it is not a record of actual phone-system login/attendance.
| Agent | ID | Company | Normal | Resolved | Break | Schedule Status | Actions |
|---|---|---|---|---|---|---|---|
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Read-only Planned Staffing Preview computed from the Agent & Schedule Master (schedules, breaks, and day-specific overrides). This shows what Helpfully planned to have available for a given date and time — it does not reflect call demand, actual phone-system login/attendance, or staffing adequacy.
Call Demand Preview
Read-only Call Demand view computed from saved Call Detail reports. Shows how many inbound calls occurred in each business-hours interval and how they were classified (Answered / Abandoned / Night Mode / Unknown) using the Term Code Dictionary above. This describes demand only — it does not show staffing, and it does not change Talk %, AHT, or any existing abandonment/reconciliation metric.
Staffing vs Demand Preview
Read-only side-by-side comparison of the existing Planned Staffing Preview and Call Demand Preview outputs for the same date and 30-minute interval, joined by matching time interval. This section does not calculate its own staffing or call numbers — every value shown is consumed directly from those two engines above. It shows no recommendations, staffing-adequacy judgments, or financial calculations.
V2 Staffing Recommendation Engine QA
Read-only recurring staffing pattern engine. Three layers: Hourly Staffing Evidence (what happened/was forecast that hour — evidence only, no hourly Talk %, no hourly recommendation), Recurring Staffing Patterns (whether a multi-hour signal repeats across comparable weekdays before the Reference Date), and Daily Staffing Recommendation Candidates (a schedule-level summary, shown only when a realistic window ALSO recurs on 2+ comparable weekdays). Reuses the existing canonical Planned Staffing Engine, official hourly call/abandonment data, and official Talk % — it does not redefine any of them. This is not a production recommendation. Campaign coverage is not modeled — see Model Notes below.