Supervisor dashboard · Lakeview Contact Center · 24 agents on Amazon Connect · Mind the interval.
Demo · synthetic data
Mon, Jul 6 2026 · 2:45 PM ET
Adherence by interval — today
Team-wide schedule adherence, 15-minute intervals · target 90% · shaded band = expected range from the last 8 Mondays (mean ± 1.5σ)
Needs attention
Live threshold breaches · rules configurable
Shrinkage — this week
Hours by category · 962 scheduled hours
Forecast vs. actual contacts — today
Offered contacts per 15-minute interval
ActualForecast
Forecast variance by day — last 7 days
Actual minus forecast, % of forecast · positive = under-forecasted (more volume than planned)
Decomp — why Thursday missed service level
Thu 7/2 · SL 71.4% vs 80/30 target · the gap, attributed arithmetically — recompute the staffing requirement holding each factor at plan, one at a time
Conversation signals — statistics on the AI layer
Each contact's AI summary, sentiment, and call reason become features at the interval grain. The same baselines, z-scores, and persistence rules apply. Taxonomy v1 · labeler v2 · weekly 2% audit, agreement 0.91 (threshold 0.85)
AHT this week: did the work change, or the handling?
Claims queue, this week vs the 4-week same-weekday baseline · shift-share on AI call-reason labels · mix effect + rate effect = total, no residual (Findings spec B4)
Signals — what the arithmetic flagged
Every agent, metric, and interval scored against its own same-weekday baseline (trailing 8 Mondays, event days excluded) · |z| ≥ 1.5 watch · ≥ 2.0 alert · routed only when persistent (3 of 4 Mondays)
Findings
Evidence read only for routed slices · every finding is a hypothesis with its evidence and confidence · a person confirms before it becomes coaching
Agents — today
Sorted by adherence, lowest first · Signal = today's adherence z-score vs the agent's own baseline, with persistence · sparkline = last 7 days
| Agent | Status | Adherence | Signal | Occupancy | Handled | Absences (30d) | 7-day trend |
|---|
All data on this page is synthetic and deterministic — generated in your browser for demonstration.