Agent Performance Dashboard

Workforce Capacity & Schedule Adherence Intelligence

Pinnacle Financial Services • Oct 1 – Nov 15, 2025 • 520 Agents

North-Star Metric
$8.40
Cost Per Resolved Contact
↑ 3.2% vs. target $7.10
Blended Occupancy
78.4%
+2.1% vs prior period
Schedule Adherence
84.2%
-1.8% vs target 86%
Avg ACW Rate
18.7%
+3.4% vs benchmark
7-Day Forecast MAPE
15.2%
Target: <10%
Total Shrinkage
28.3%
+4.1pp (Oct 28 event)
Ghost Capacity (Email)
9.3%
47 agents, 38 min idle
Logged but non-productive

Interval-Level Occupancy Heatmap

30-minute intervals • Oct 28–Nov 3 (includes outage recovery) • Red cells indicate >90% occupancy

Oct 28
Oct 29
Oct 30
Oct 31
Nov 1
Nov 2
Nov 3
8AM
10AM
12PM
2PM
4PM
6PM
Avg
Voice
71%
76%
78%
77%
79%
80%
78%
83%
87%
88%
85%
82%
74%
80.2%
Technical
68%
93%
89%
86%
84%
81%
79%
88%
91%
92%
87%
83%
76%
84.1%
Email
52%
54%
56%
58%
59%
61%
60%
63%
67%
69%
65%
62%
58%
60.3%
Chat
72%
75%
78%
77%
79%
80%
81%
84%
86%
87%
85%
82%
76%
80.1%

Shrinkage Component Breakdown

Period avg • Oct 28 outage spike visible

Forecast Accuracy by Queue (MAPE)

7-day rolling • Lower is better • Target <10%

After-Call Work Rate by Complexity Tier

Oct 1–Nov 15 avg • ACW as % of total handle time • High-complexity contacts driving inflation

Schedule Adherence Variance by Cohort

Avg variance in minutes • Morning shift over-adheres, swing under

Interval-Level Abandonment Rate

30-min intervals • Nov 12–15 sample week

Voice Queue

Productive Utilization: 71.6%

Email Queue

Productive Utilization: 51.0%

Ghost capacity detected

Technical Queue

Productive Utilization: 78.2%

Real-Time Adherence Deviation Rate

Intraday 15-min intervals • Nov 14, 2025 • Shows unplanned breaks and early logoffs

Capacity Detail by Queue & Shift

Period snapshot • Sorted by ghost capacity descending

Queue Shift Headcount Occupancy Adherence ACW Rate Shrinkage Ghost Cap Agent:Sup
Email Swing 47 56.2% 79.3% 22.1% 31.2% 9.3% 15.7:1
Email Morning 52 64.8% 87.1% 19.8% 26.4% 5.1% 17.3:1
Voice Swing 112 77.4% 81.9% 17.2% 29.8% 3.2% 14.0:1
Technical Morning 68 86.7% 88.4% 21.3% 24.1% 2.8% 11.3:1
Voice Morning 128 83.1% 89.7% 16.4% 25.3% 2.1% 12.8:1
Chat Morning 38 82.3% 86.2% 14.8% 27.1% 1.9% 12.7:1
Technical Swing 41 81.8% 82.3% 23.7% 32.9% 1.6% 13.7:1
Chat Swing 34 78.1% 80.8% 16.2% 30.4% 1.4% 17.0:1