Manage Groups
Active Teams
Inactive Teams

Agent Performance Metrics

Specifying the agent performance metrics, provides target metrics that are displayed on the agent portal landing page

Team Performance Metrics

Specifying the team performance metrics, provides target metrics that are displayed on the landing page for team leaders / managers and team retrospective messages

Business Performance Metrics

Business performance metrics associated with this team.

Enable Shift Swap?

Always require approval?

Allow shift swap across teams?

Agents must have the same business role?

Shift swaps will not be enabled for shifts within this number of days

Shift swap rules
  • Allow shift swap for unequal shift durations?
  • Allow shift swap for unequal paid duration?
  • Allow shift swap that will result in contract hour (minimum / maximum hours) violation?
  • Allow shift swaps that fall outside availabilities
  • Allow shift swaps to violate shift spacing (max consecutive / time between)?
  • Allow shift swaps for shifts with different locations

Note that rules defined on tasks will also apply to determine whether shifts may be swapped, or will require approval.