Workforce Command Center
Real-Time Workforce Intelligence
Need access?
Real-Time Workforce Intelligence
Workforce Command Center
Urgent actions, risk reasons, capacity gaps, and queue drilldowns in one workspace.
Upload SLA data to build priority actions.
Upload SLA data to build the action queue.
No early warning signals. Continue monitoring.
Escalation level will appear after dashboard calculation.
No data quality alerts.
0%
0
0
Old Influx0
-
-
Based on capacity and weighted AHT-
-
-
-
-
-
-
Risk radar-
Across critical queues-
No active risk-
Critical queue backlog-
Critical queue average-
Since last dashboard snapshot-
Critical queue output-
Critical queue demandA comparison snapshot will appear after the next dashboard calculation.
Shared PU capacity recommendations will appear after expected output is calculated.
Open Queue 360 from any queue, generate RCA, and use focused backlog, forecast, and influx drilldowns when the main driver needs more evidence.
RCA history appears after reports are generated.
Standard operating levels for SLA risk, HC shortage, backlog pressure, system issues, and leadership escalation.
Queues are stable and controllable inside normal RTA cadence.
Early warning. Risk is visible but recovery is still manageable.
SLA or backlog recovery needs active RTA intervention.
Multiple queues, one market, or one department requires coordinated recovery.
Service recovery is at risk without leadership decision or cross-team action.
Check SLA, expected output gap, recommended HC, backlog aging, latency, AHT, and data confidence.
Declare whether impact is queue-level, department-level, market-level, site-level, or system-wide.
RTA owns monitoring, team lead owns execution, operations lead owns escalation and staffing decisions.
Move breaks, reallocate HC, approve OT/support, pause low-priority activities, or prioritize aged backlog.
Share current status, action taken, expected recovery window, risks, and next update time.
Downgrade when SLA trend, backlog, and coverage are stable for two consecutive review intervals.
DEFCON Level: Scope: Queue / Department / Market: Current SLA vs Target: Injected / Output: Backlog / Aged Backlog: HC Available / HC Needed: Main Cause: Action Taken: Support Needed: Next Update:
Prioritize queues by pending work, aged backlog, latency target, site, vertical, and market.
-
Filtered pending tasks-
Filtered queues-
Age bucket pressure-
Daily or 24h latency queues-
Long target queues-
No backlog loadedExecutive monthly and weekly views for SLA, latency, AHT, injection, output, and HC demand using saved source data.
-
Loaded source days-
--
--
Peak day --
--
Backlog or metadata pressureUpload source data in Influx to build the MTD executive report.
Combine current SLA, old raw demand, backlog, UserDaily, roster, and actual tap-in to forecast the next interval and the HC needed per queue.
-
-
- benchmark-
-
No forecast focus yet-
-
-
Based on next interval gap vs available HCUpload SLA, old raw, roster, User Daily, and actual tap-in files to build forecast recommendations.
Readiness by feature, operational uploads, dependency notes, source quality alerts, and destructive actions in one controlled area.
Readiness will appear after Data Setup refreshes.
Destructive cleanup actions are kept here so live operations stay focused on decisions.
Record RTA actions locally, track outcomes, and generate a clean handoff summary from the current operational state.
Handoff summary will appear after Command Center has data.
Compare current demand with saved old raw data and isolate queue-level movement.
0
0
0
0%
Track activity files against interval coverage and surface timeline gaps.
Process coverage data to see break movement recommendations.
One reference area for upload order, operating formulas, RCA guidance, escalation playbook, local privacy, and app details.
Core operational uploads remain in this browser database on this machine. Calculations, RCA text, captures, action logs, and handoff summaries do not require a backend server.
Includes the modern command shell, compact dark/light UI polish, RCA and capture refinements, Priority Queue Checker, shared-HC clearance logic, and Help & Playbook refresh.
Use this page when you need the upload order, what each view needs, and how the numbers shown in the app are computed.
Command Center
Queue Intelligence
Capacity & Coverage
Action Log & Handoff
Executive Reports
Data Setup
Help & Playbook
Admin
EscalationLoading
Top ActionWaiting for data
HC Gap-
ScopeCurrent filters
Priority Queues
Pending Tasks
Highest AHT
Est. Clearance(On Time AO / Total AO) * 100. Queue AO SLA sums all on-time AO and total AO first, then divides. Zero denominator is N/A.rSLA. If AHT, on-time, and total are all zero, the interval is shown as "-" and excluded from queue averages.sum(AHT seconds * volume weight) / sum(volume weight). Weight priority is moderation tasks, output, input, then row count fallback.capacity seconds * 90% occupancy / safe weighted AHT. Capacity uses Productive Time first, then allocated Available HC, then allocated Scheduled HC.backlogTotal * weighted AHT. Available seconds are the remaining latency window when current latency is still below target, otherwise the next 30-minute recovery interval.ceil(((0.85 * Total) - On Time) / (1 - 0.85)). If AHT exists, recovery HC is ceil((Needed Output * AHT) / 1800).Current - Old. Change rate is ((Current - Old) / Old) * 100, or 100% when old is zero and current is greater than zero.Current cumulative volume through latest current interval / Old cumulative volume through the same interval. Next interval forecast volume is old interval volume multiplied by that trend. If old volume is missing, the app falls back to current interval volume.ceil((Forecast Volume * Planning AHT) / 1800). Recommended HC is Forecast Workload HC + Backlog HC. Gap to actual is Recommended HC - Actual HC.max(0, Recommended HC - Available HC) * 0.5, because the forecast window is one 30-minute interval.Check that your account exists in the Google Sheet, is active, and the Apps Script deployment URL is correct in the app.
New self-registered users are inactive by default. An admin must activate the account from Admin > Registered Users.
Upload an SLA file first. If the table is still empty, check the date filter and make sure it is set to a date available in the uploaded SLA data.
The queue has no measurable work in the selected scope: no input, no output, no backlog, and no usable AHT or SLA denominator. The app treats it as neutral instead of failed.
It is a weighted priority score. It combines pending backlog, latency target, aged buckets, short-target overdue pressure, and long-target injection age. It is not the actual backlog count.
No. Current data comes from the Dashboard SLA upload. Influx only needs the old raw upload for comparison.
Recommended HC includes both next-interval workload HC and backlog HC. Actual HC is only the matched actual tap count for that same queue and interval, so the gap can be large when backlog or volume trend is high.
OT uses available HC, not only scheduled HC. If people are scheduled but already busy with break or activity, the app can still show OT because the next interval shortage remains against available coverage.
The assistant can answer summary, critical queues, queue explanation, action plan, HC plan, latency, AHT, backlog, influx, forecast, coverage, upload audit, formulas, and page guidance using the current loaded app data.
The old date filter is based on the uploaded old raw file, specifically the Hour column. Make sure the old raw upload was successful.
Check the global timezone selector in the current-user menu. SLA, backlog, old raw, and actual tap-in are UTC+00. UserDaily, deviation, and scheduled activities are UTC+08.
Operational uploads are saved in the browser database on this machine. Use Admin backup if you need to preserve or move data.
Create a backup from Admin first. Delete actions are meant for cleanup and fresh uploads, so treat them like permanent changes.
Built to help real-time analysts read operational pressure faster, explain where each number came from, and act with less spreadsheet chasing.
Workforce Command Center turns raw SLA, backlog, old influx, roster, schedule, and activity files into a focused operating view. It exists to reduce manual checking, surface queue risk earlier, and support faster decisions on backlog, latency, staffing, and coverage.
The app keeps the most used RTA checks close together: current SLA condition, queue backlog, historical comparison, available coverage, and resource goals. Instead of moving between separate files for every question, the uploaded data becomes a reusable local workspace.
This project is made to run directly from the app folder. Operational uploads are saved in the browser database on the same machine, while login and user access are handled through the connected Google Apps Script and Google Sheet.