Custom Model Chart: Staffing Requirements on a Dashboard
The Custom Model Chart widget puts a staffing requirements model on a dashboard. Interval by interval, it shows the agents you needed next to the agents actually working, and where you were short or over. It works as a table or a chart.
A bar across the top of the widget lets you lock a location or skill, so a dashboard shared with one site only ever shows that site, while leaving other choices open for whoever is looking.
Before you start
You need a staffing requirements model. The widget appears once your account has one. To build one, see Staffing Requirements: Set Up a Model from Your Spreadsheet.
Staffing Requirements is switched on per account. If you don't see it in Settings, contact us and we'll turn it on for your account.
You need edit access to the dashboard to add or change the widget. Anyone who can view the dashboard can use the bar.
Add the widget
Open the dashboard, click Edit, then Add Widget on a row.
Under Widget Types, choose Custom Model Chart, then pick your model.
Under Selected Widget, set it up:
Chart types: start on the Table or the Chart.
One dropdown per category in your model (here Skill and Location): choose one or more values to filter to, or leave it on All.
Show on the widget: for each category, choose Hidden, Locked or Changeable (see The bar across the top below).
Let anyone switch the view (table or chart) on the widget: adds a Table / Chart switch to the bar.
Click Add Widget, then Done Editing.
In this example, Location is filtered to Bogota and locked, and Skill is left on All and changeable.
Read the interval table
Each row is one interval of your model, 30 minutes here, over the dashboard's date range. Understaffed intervals are shaded.
Requirement: the agents your spreadsheet asked for, added up across the rows in view (every skill at Bogota here).
Actual (summed): the average number of agents working during the interval. Each spreadsheet row in view is measured on its own, then the rows are added up the same way the requirement is.
Actual (unique): the same agents, each counted once.
Net: actual minus requirement. Underage is how far short you were; Overage is how far over.
Skill and Location name the values each interval adds up, so you can see exactly what's included.
Hover the i beside any column header for its full definition.
Where the actuals come from
An agent counts as working while they're in a status marked productive in Qvasa, such as Online. Which agents count toward each row comes from the model's mappings. Agents count toward Bogota because their Location agent field says Bogota, and toward Support EN because they hold the Support EN skill. You set these mappings when you set up the model, and you can change them under Settings > Staffing Requirements > Dimension mappings.
Summed vs. unique, and the warning triangle
An agent who holds two skills in view is counted in both skills' rows, because they could take work from either. That makes Actual (summed) higher than Actual (unique), and a warning triangle beside the unique number tells you so. Narrow the view to one skill and the two numbers match.
Drill into an interval
Click the arrow beside an interval to see the row behind each value in view: the requirement, actuals, net, underage and overage for each skill.
Click the magnifying glass beside an actual to see the agents behind it. The window shows each agent's statuses across the interval, colored by status, along with the rows they counted toward. Agents counted in more than one row are listed under Counted in more than one row.
The bar across the top
The bar shows the widget's categories and its view, set by what you chose under Show on the widget:
Locked shows the value you chose, with a lock icon, and nobody looking at the dashboard can change it. Use it to give a site its own dashboard: lock Location to that site, and that's all its viewers will ever see.
Changeable is a dropdown anyone looking at the dashboard can use. Tick one or more values and click Apply.
Hidden keeps the category off the bar. The widget still uses the value you chose in the editor.
Table / Chart switches the view, if you allowed it.
A viewer's choices apply only to their own screen and are never saved. Everyone else sees the widget as you set it up, and reloading the page puts it back.
The chart view
The chart draws the same numbers: requirement and actuals as lines, and net, underage and overage as bars. Click a name in the legend to hide or show it.
Dates and filters
Only the dashboard's date range applies. The widget's locations and skills are chosen on the widget itself, and ticket filters don't apply to a staffing model, so the dashboard's other filters are left out.
The date range can cover up to 1,500 intervals (about 31 days of 30-minute intervals). For anything longer, the widget asks you to narrow the dates.
Times are shown in the model's display timezone, which you can change on the model.
The icons on the widget
Calculator: staffed hours over the whole range: required, actual and net, plus underage and overage hours.
Warning triangle: anything to know about the numbers in view, such as agents counted in more than one row, or a value no agent holds.
CSV: download the table as shown, or every interval with each of its rows underneath.
Troubleshooting
Custom Model Chart isn't in the widget list. The account has no staffing requirements model yet, or Staffing Requirements isn't on for your account.
The actuals read 0. The values in view match no agent field option or skill, or no agent holds them. The warning triangle names them. Fix them under Dimension mappings.
The actuals look like the whole team. A category you filtered by isn't mapped to agents. Map it under Dimension mappings.
The widget asks you to narrow the dates. The range covers more than 1,500 intervals. Choose a shorter range.