Syncing Operation Data...
Connecting to live data sources
KPI Deep Snapshot
Flip each card for department breakdown and insights
Phone Breakdown
| DEPT | IN | OUT | MISS | AR | SOA |
|---|
QA Details
Workforce Details
CSAT Details
Casework Details
Phone Call Drivers
Balanced Scorecard
Comprehensive ranking based on rigid performance matrix
Overall Standings
| Rank | Agent | Dept | Score |
QA (25%) |
Casework (25%) |
Ans Rate (20%) |
Attend (15%) |
Adhere (15%) |
CSAT (±5) |
|---|
Balance Scorecard Trend
Monthly trend with agent-level matrix, aligned to scorecard logic
Monthly Balance Scorecard Trend
Bars show monthly team average, line shows number of agents included.
Monthly Score Change by Agent
Agent-level values for the selected month range and scorecard metric.
| Agent | Team | |||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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Phone KPI
Call handling, answer rates and volume metrics
Top Answer Rate
Highest Incoming Vol
Highest Outbound Vol
Agent Call Metrics
| Agent | Dept | Answer Rate | Avg SOA | Non-Response | Incoming | Outbound |
|---|
Casework KPI
Closed ticket productivity · LE & SMB breakdown
Segment Breakdown
Team Volumes LE SMB
Volume Trend
Agent Rankings
| Agent | Total Closed | Daily Rate | Working Days |
|---|
Quality Assurance
Audit scores, ZTP flags and coaching pipeline
Agent QA Rankings
| Agent | Avg Score | Audits | Pending Coach | ZTP |
|---|
CSAT & Customer Feedback
Customer Experience (CX) and Agent Performance (AP) scores
Survey Feedback Log
| Date | Agent | Dept | CX | AP | Customer Feedback |
|---|
Adherence & WFM
Separate AWS metrics and Compass activity-tag reporting.
Global Time Distribution
Team Distributions
AWS Adherence Breakdown
| Agent | Dept | Adherence | Working Days | Unplanned | Planned | Adj Days | Time Graph | Tgt Break | Act Break | Penalty | Tgt Lunch | Act Lunch | Penalty | Shrinkage | Away | Mtg | 1on1 | Train | Missed | Productive | Phone | Casework | ACW |
|---|
Compass Adherence
Calculated from Compass activity tags against each agent's scheduled activity. Untagged scheduled minutes count as not on plan.
| Agent | Team | Compass Adherence | Tag Coverage | Tagged | Break | Lunch | Other Aux | Not Tagged |
|---|---|---|---|---|---|---|---|---|
| Select this report to load activity tags. | ||||||||
Leave Management
Planned and unplanned leave across the team
File New Leave Request
Submit a new PTO or unplanned leave request
Month Year
Detailed Leave Log
| Date | Filed Date/Time | Agent | Dept | Status | Actions |
|---|
Agent PTO Aggregation
| Agent | Pending | Approved | Unplanned | Total PTO Used |
|---|
Birthday Tracker
All agents with recorded birthdays, grouped by month.
MySchedule
Your current schedule based on available Adherix roster data.
IT Incident Register
Agent Ticket Summary
| Agent | Reports | With Ticket ID | Unique IT Tickets |
|---|
| ID | Start Time | Completion Time | Name / Email | Team | Type of Issue | IT Ticket# | Remarks | Day | Actions |
|---|---|---|---|---|---|---|---|---|---|
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WFH Tracker
Tag WFH per day, review who is WFH on the selected date, and capture exceptions.
WFH Report For Selected Day
--Selected Date
--WFH Weekday Trend (Mon-Fri)
Month View| Day | WFH Tags |
|---|
WFH History Log
0 records| LogTime | Details |
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LiveSchedule
Live Adherix schedule rendered natively inside COMPASS.
Capacity Planner
Native COMPASS planner powered by the Adherix forecast and schedule data.
Capacity IQ WFM Workspace
Forecasting, schedule planning, break optimization, and agent rules in one workspace.
Demand & Offline Capacity
Compare forecast demand with leave-adjusted planned capacity and RTA actuals; schedule edits apply to the selected date only.
Day-of Coverage Projection
Select a projection dateUntagged scheduled minutes are treated as Working; the RTA tag coverage percentage shows how much of the day has explicit activity tags.
Adjust this date’s schedule
Changes are a what-if until saved. Saving creates date-specific exceptions and does not change recurring schedules.
Inbound Demand Heatmap
Left axis: average inbound calls and P90 per 30 min. Right axis: required vs scheduled agents. Required includes inbound + outbound workload at 85% occupancy; scheduled excludes breaks, lunch, and leave.
| Time | Mon | Tue | Wed | Thu | Fri |
|---|---|---|---|---|---|
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Peak Call Intervals
Inbound demand with separate outbound volume; sorted by historical inbound P90.
| Weekday | Time | Inbound | Outbound | P90 Inbound | Inbound AHT |
|---|
Coaching & Team Meeting Windows
Candidate windows require Position and schedule data to verify coverage.
| Weekday | Window | Calls / hour | Agent-hours / month |
|---|
Master Schedule
Native Adherix master schedule editor in COMPASS.
Members Hub
Manage agent profiles and employment details.
Birthday Tracker
Visible Members
| Name | LOB | ID | Team Lead | Hire Date | Tenurity | Employment Status |
|---|
Click a member row to open the profile modal. Closing the modal keeps your unsaved form values.
Employee Hub
Complete employee directory with detailed profiles and birthday tracker
Employee Directory
Search and filter employee details
| Edit | Name | ID | LOB | Role | Team Lead | Birthday | Start Date | Tenure | Employment Status | WFH | Primary ISP | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
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