LOB:
⚡ What-if Vol:
+0%
⚠️ Alerts
⏰ Upcoming Breaks
📅 Week-to-Date
📊 LOB Status — Current Interval
Erlang C Parameters
Per-Campaign Erlang C Parameters
| Campaign | AHT (s) | SLA % | Threshold (s) | Shrinkage % |
|---|
View By
Weekly Volume & Staffing
Weekly Summary
Daily Volume Input
| Day | Volume | Erlang A | Min Agents | w/ Shrinkage | Est SLA % | Status |
|---|
Interval Table
| Interval | Volume ✎ | Base | AHT (s) | Erlang A | Min Agents | w/ Shrinkage | SLA % | Occ % | ASA (s) |
|---|
LOB:
Team:
Agent:
Roster (0)
Schedule Grid
Working
Break
Lunch
Offline
Off/RDO
✦ Drag breaks/lunch to move · Drag right edge ↔ to resize
Offline Activities — Drag onto agent row to assign · ↔ Drag right edge to extend duration
📋 Offline Activities — drag onto agent row:
Available Agent Coverage
⚡ Intraday Staffing — Today
LOB:
Day:
📅 Post-Mortem — Select Day
Service Level
—
Target: 80% in 30s
Avg Handle Time
—
Target: ≤5:20
Volume Handled
—
of — planned
Vol Forecast MAPE
—
lower = better
Intervals Met SLA
—
Target: ≥90%
Avg Occupancy
—
Target: ≤85%
SLA Trend — Today
Legend:
── Orig
-- Revised
● Actual
Volume — Actual vs Forecast
Interval Detail
| Interval | Fcst Vol | Req Staff | Sched Staff | Act Vol | Var | Orig SLA% | Rev SLA% | Act SLA% | Act AHT | Status |
|---|
RTA Analysis Log — Today
Date:
LOB:
Current Interval
--:--
to --:--
Planned Available
--
Available
--
--
Break 1
--
--
Lunch
--
--
Break 2
--
--
Offline / OJT
--
--
Today's Staffing Profile (15-min Intervals)
Interval Breakdown — This Hour
Agent Status Snapshot
| Agent | Shift | Campaign | State |
|---|
📊 Live Intraday — Today's SLA Projection
| Time | Fcst Vol | Req Staff | Sched Staff | Proj SLA% | Act Vol ✎ | Act AHT ✎ | Act SLA% ✎ | Calc SLA% | EOD SLA% | FTE ± | Status |
|---|
📋 End-of-Day Performance Report
Report Date:
💰 Revenue Summary — Sales
No revenue data loaded. Upload or paste an EOD report with Sales data.
👥 Staffing Summary
No staffing data loaded.
🗓️ Holiday & Special Events
Override forecast volume for specific dates — Closed, Volume Spike, or Volume Low. Affects Erlang C staffing and Dashboard alerts.
⚙️ Campaign / LOB Configuration
Changes apply immediately across all modules
| LOB / Campaign Name | Color | Default Start | Default End | Per-Day Hours | SLA Target % | ASA Target (s) | AHT (s) | Shrink In % | Shrink Out % | Total Shrink | Occ Target % | Active |
|---|
👥 User Management
Manage who can access this tool and at what permission level. PINs are case-sensitive. Only WFM role can see this section.
🛠️ One-Time Supabase Setup (run once in SQL Editor)
-- Step 1: Create the wfm_data table create table if not exists public.wfm_data ( key text primary key, value text, updated_at timestamptz default now() ); -- Step 2: Enable realtime on the table alter publication supabase_realtime add table public.wfm_data; -- Step 3: Enable Row Level Security alter table public.wfm_data enable row level security; -- Step 4: Allow anon read + write (required for HTML client) create policy "anon_select" on public.wfm_data for select using (true); create policy "anon_insert" on public.wfm_data for insert with check (true); create policy "anon_update" on public.wfm_data for update using (true);
Go to supabase.com → your project → SQL Editor, paste and run the above. Do this once — then click Push Now below to upload all data.
☁️ Cloud Sync (Supabase)
Project URL
Anon / Public Key
⚡ Real-time — all users see changes instantly via Supabase websockets. No polling needed.
Total Shrinkage = 1 − (1−Shrink In) × (1−Shrink Out) ·
Ops Hours control which intervals are forecasted per LOB ·
Inactive LOBs are hidden from all modules ·
ASA Target = answer threshold for Erlang C SLA calculation