Atlas Scheduler

Scheduler

Metrics Weekly team metrics

Range start

Range end

Quick interval

Team Member	CSAT	tNPS	ART	FRT	Omni AHT	Cases Closed/Day	Cases Closed	Assists	Outgoing Calls	Workable Backlog	Rolled Calls (#)	Answered	Handled	Alerts	Rolled Calls (%)	On Queue Adherence	Utilization

KPI Rankings

Year

Month

Scope: —

KPI formula:

Points: 1 each for Cases/Day >= 10, CSAT >= 9, Days to Close < 7, Utilization >= 75%, and Assists >= 20.

Bonus: Cases/Day up to +0.25, CSAT up to +0.25, Days to Close up to +0.25, Utilization up to +0.10, and Assists up to +0.10.

Rank	Team Member	Score	Points By Category

Trends Period-over-period comparisons

Interval

Range start

Range end

Adherence PureCloud vs Atlas comparison

Upload CSV

CSV should include Interval Start, Interval End, Agent Name, Logged In, On Queue, Meeting, Training, and Meal.

Preview (first 5 rows)

Agent	Start	End	Logged In	On Queue

Recent uploads

Custom range

Agent Name	Status	PureCloud Hours	Atlas Hours	Adherence %

Add Metrics

—

Team Member	CSAT Link to Dashboard	CSAT Record Count	tNPS Link to Dashboard	ART Link to Dashboard	Case Record Count	Sum of Age (Minutes)	FRT Link to Dashboard	Sum of First Response Time	Omni AHT Link to Report	Omni Record Count	Workable Backlog Link to Dashboard	Cases Closed Link to Dashboard	Outgoing Calls Link to Report	Answered	Handled	Rolled Calls Link to Report	Alerts Link to Report