Agent-captured · refreshed every 5s
Ranked by severity · select a row to drill down
One dot per agent · split at team medians
All agents on shift · 480 min baseline
All business units · shift to date
14 days · bars completed, outline capacity
Cases in, cases cleared, capacity and running backlog, by hour
Sorted by recoverable time · select a row to drill down
Largest movement since last week
All business units · 480 min baseline
Select a process
Touch time and waiting, step by step · select a step to drill down
Every case today, not the average · target, median and 90th percentile marked
Agents on this process · 480 min baseline
Last 24 h
Every attempt, with the action taken · select a row for the full incident