Operations Reports

The reports under this topic are only displayed if you have an Operations license. They cover such things as workload, productivity, VCT events, Work Item Tracking (WIT).

Work Item Tracking (WIT) is a real-time generic business intelligence framework specifically designed to provide productivity and service level metrics from one or more Customer Relationship Management (CRM) data systems.

The primary benefit of WIT is that it can seamlessly integrate with multiple CRM systems to identify process bottlenecks and validate service level agreement (SLA) adherence. By reviewing interactive aging charts that allow you to drill down to the details of an individual work item in an age category you can do root cause analysis if service goals are not met. Additionally, employee productivity data can be generated from the same CRM feed(s) and correlated with the work item aging information to identify proficiency gaps in specific tasks.