Team performance
Team performance
Plan staffing, score quality, motivate agents and review agent screens, all in the Team performance section of the PBX & Call Center app, for call centres and support teams.
Contents
The four areas
| Area | What it does | Guide |
|---|---|---|
| Workforce | Forecast volume, build schedules, track adherence live, handle time off and swaps. In the Scheduling hub: Live staffing, Schedules, Forecast, Time-off & swap requests, Scheduling reports. My schedule is under Home → My work. | Workforce |
| Quality | Scorecards, manual and AI evaluations, review queue, calibration, QA reports. In the Quality checks hub: Review queue, Evaluations, Scorecards, Score calibration, QA reports. My evaluations is under Home → My work. | Quality |
| Gamification | Points, levels, leaderboards, badges and contests. In the Leaderboards & contests hub: Leaderboard, Wallboard, Badges, Contests. My progress is under Home → My work. | Gamification |
| Screen recordings | Consent-based agent screen capture with audit. Page: Recordings. | Screen recordings |
Where setup lives
Each area has a setup page under PBX & Call Center settings → Team performance:
| Setup page | Belongs to |
|---|---|
| WFM setup | Workforce: rules, queues and teams, people. |
| QA settings | Quality: on/off, dispute window, AI caps, sampling rules. |
| Gamification setup | Gamification: points rules, goals, badges, fairness. |
| Recording policy | Screen recordings: mode, privacy, retention. |
Plans and permissions
Every area is a separate plan feature (Workforce, Call QA, Gamification, Screen recording). If the menu item is missing, either your plan does not include it or your role lacks the permission; ask your administrator. Agents usually get the personal pages only (My schedule, My evaluations, My progress); supervisors and managers get the rest.
Suggested order
- Quality: create a scorecard and a weekly sampling rule.
- Workforce: add queues and people, run a forecast, publish a schedule.
- Gamification: add two or three points rules and a goal.
- Screen recordings: only if your policy and law allow it; start with "On request only".
Related: PBX & Call Center, especially Queues and Call insights.