The Summary page

The Summary page of Workforce Intelligence provides a more detailed look at your departments, teams, and associates. With the Summary page, you can focus on which individual associates are on task, engaged in production work, and identify when a group or groups of associates are idle or engaged with non-production work. This insight can help you develop your associates and identify the obstacles that hinder production.

The Summary page is your starting point for any analysis of your team’s performance. From here, you can easily change your view of the information to discover where the biggest opportunities exist. Not only can you discover the applications in which people spend their time, but you are also able to see what screens they use inside of your key applications. 

The summary page is broken up into four sections:

Time: Time shows the overall performance for the team during the time period selected.  Depending on what period is selected, this section displays either days, weeks, months, or quarters.  Time also includes an expected production percentage line, which lets you determine how your team is performing against the set goal. You can filter other sections of Summary to a specific date within the current period by clicking on the corresponding date’s column. The filter is indicated by the darkening of the selected column.  To remove the filter, click on the date’s column again. 

Department/Associates: Departments, or Associates, displays a column chart for the teams, or associates, at the current level of the hierarchy. The chart is sorted by the number of hours collected.  This section also includes an expected production percentage line, which lets you determine how everyone is performing against the set goal. You can filter other sections to a specific person, or team, by clicking on the corresponding column. The filter is indicated by the darkening of the selected column. To remove the filter, click on the person, or team again.

Application: Applications shows the top 10 applications for the selected work category. By default, Production Work is selected. To change the work category, click on the down arrow, and choose the work category you want to view. To highlight who is using a specific application, click on either the application name or the pie slice to expand the table below to show who is using an application and for how long. If screen title capture is enabled for the selected application, the top 20 screens used appear under the application name in the Drill-Down Table at the bottom.  To return to the previous view, click on the application name or pie slice again.

Drill Down: The Drill-Down table at the bottom of the page enables you to see your team’s performance at a more granular level. From here, you can drill into a specific team by clicking on the arrow depending on your level in the hierarchy. Any of the columns can be sorted by clicking on the column headers.  By default, the results are sorted low to high by Score. The top line of the table is the roll-up for your team.