Real-Time Adherence Heatmap
6a
7a
8a
9a
10a
11a
12p
1p
2p
3p
4p
5p
6p
7p
8p
9p
10p
11p
12a
1a
2a
3a
4a
5a
95%+ Adherent
85-94%
70-84%
<70%
Break/Lunch
Off Shift
Overtime Prediction & Cost Impact
12
Agents Approaching OT
+3 from yesterday
47.5
Projected OT Hours
+12.5 vs plan
$35
Avg OT Rate/Hour
PROJECTED UNPLANNED OT COST (END OF SHIFT)
$1,662.50
What-If Scenario Simulator
Reallocate Agents
0
0
From Billing to Tech Support
10
Extend Shifts
0 min
0
Minutes per agent
60
Call VTO
0
0
Agents offered VTO
15
Projected Impact
SLA Impact
+0.0%
OT Hours Change
0.0 hrs
Cost Impact
$0
Coverage Score
87%