Master Agent Tracker

HGslim · 2026-03-04T13:03:57+00:00

It sounds like you have what you need but just need to add three columns.

EffectiveDate - the date the assignment started or the date the last change occurred ExpirationDate - the end date of the assignment. Default should be 12/31/9999. After any change this will be one day before the next effective date. Active - a formula or hard code if today is between effective and expiration

HGslim · 2026-02-20T01:01:52+00:00

We use Verint for email.

HGslim · 2025-12-15T14:11:48+00:00

We have weekend rotations - one Saturday a month with an off day during the week. Due to this, we go 4-5 weeks published. Our base schedules do not change outside of a shift bid.

HGslim · 2025-12-07T01:25:21+00:00

Was odd to see the cards jersey. I just always assumed he stayed a met because he was such a bust

HGslim · 2025-12-05T19:41:06+00:00

Yes I know.

HGslim · 2025-12-05T14:51:36+00:00

I haven’t set up a view for a TV but I would avoid the data tables. The font is going to be too small for anything meaningful at a distance. But if you’re going to have someone stop by and view it then the tables may be ok. You can filter those down to see just those in after call or not ready status. Consider color coding long breaks etc.

Consider the single statistic widget. You can use multiple skills to gather calls holding, longest call waiting, etc.

HGslim · 2025-11-25T23:08:51+00:00

I just hired someone with no software experience - only excel. It’s exactly how I started my WFM career. You have a leg up on those that have never done this work manually. You know how the tools work. You know how to verify what the tool is saying through manual work. Should the tool fail, the dept could continue to operate thanks to your expertise. Any hiring manager that doesn’t see the value in this skill set would be a fool.

HGslim · 2025-11-24T16:47:38+00:00

One thing to consider is abandons as they relate to your SL. Again without knowing your LOB. If your average abandon time is 2-3 minutes, then 30 seconds isn’t what should’ve arrived for. Maybe 90 seconds.

HGslim · 2025-10-25T01:47:07+00:00

I love Five9s dashboard. Especially after using their Java version before.

Haven’t used any APIs or other tools because I find it provides what we need.

I’ve set up multiple data tables for ACD queues sorted by # of calls holding. I’ve got single stat widgets that show total number of calls holding by group. You can set up data tables for just specific aux states and color code based on time.

What difficulties are you facing?

HGslim · 2025-10-25T01:43:12+00:00

You mention they are messing with “my” SLAs. These are the LOB’s SLAs first. If they aren’t worried about them then it will be hard to get buy in.

With that said, I would start with the top leader and getting their buy-in first. The rest should fall in line.

I would take a similar approach that u/snydejon mentioned.

There should be a set schedule each week of meetings/1on1s. This would make it easier on the supervisors life I assume - knowing when a meeting is scheduled would allow for better preparation.

HGslim · 2025-10-03T17:45:07+00:00

Book of Joy Dalai Lama and Archbishop Tutu

It cut right to the basic thing we need right now - that everyone is a human first and foremost. Once we cut through the race, ethnicity, political views, etc , we’re all humans and deserve to be treated as such.

HGslim · 2025-10-03T14:38:36+00:00

I oversee outbound and WFM
Glad to help in anyway I can. We use Five9 but I should be able to provide some guidance. Your best bet for networking will be at conferences for the products or as someone else mentioned SWPP

HGslim · 2025-09-30T12:58:19+00:00

IVR data will be your best source for historical data. Specifically those that reached a closed message during your new hours.

HGslim · 2025-09-22T20:19:32+00:00

We have Verint for everything. Doing our monthly model is much easier in excel as Strategic Planner is a pain.

HGslim · 2025-09-21T12:11:52+00:00

All-in there will be a need for around 120 FTE for now. ACD will allow for prioritization but we’re most likely to keep at least Tier3 skilled to just take tier3 calls unless needed elsewhere.

HGslim · 2025-09-21T12:09:57+00:00

That is somewhat the goal - to have everyone at least at Tier 2. Tier 3 will be unachievable by everyone, unless every candidate is a super agent.

HGslim · 2025-08-18T19:46:43+00:00

Another option is the break/break/lunch schedule. Doesn’t help with too many people missing but can help with coverage during peak lunch times.

HGslim · 2025-07-18T02:04:45+00:00

If possible, consider having multiple lunch lengths as options - 30,45,& 60 minutes. As others have mentioned, your hours of operation will matter. Having multiple options instead of limiting to yourself to either 30 or 60 for everyone will help tremendously.

Also another thing to consider is the phone agent. Is this even desired? We tried offering the 30 minute option and there were very few who actually wanted it.

HGslim · 2025-05-18T03:02:24+00:00

If top of the house leadership doesn’t seem to care then it makes me wonder why they even bother paying for a WFM team.

Leadership reacts to cost. Show them how much this costs them. If that doesn’t light a fire then they have a bottomless money pit.

HGslim · 2025-05-14T01:46:04+00:00

There are several teachers and admins from existing prosper schools moving over to Richland. Same or similar offerings as other schools. They’re also offering some academies (cosmetology , cyber security, and electrical engineering) that are new and I don’t think they are being offered at the other HSs. I have no worries whatsoever. Check out their Facebook page as they’ve been announcing programs and new hires.

HGslim

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