Starter
Client Portal
A portal scoped to a single client account showing live agent activity with 5-KPI drill-downs, schedule adherence and coverage on an SLA (Service Level Agreement: a contractual performance target, e.g. answering X% of calls within Y seconds.) scorecard, billable hours with regular / OT / stat-holiday breakdowns, pre-built operations and QA (Quality Assurance: the program that scores and reviews agent interactions.) and staffing reports, and a knowledge surface filtered to the client's published articles. Every view is audience-scoped at the row level — client A literally cannot read client B's data, even by trying to guess a URL. Delegated admin lets your account team assign and unassign client portal users and agent rosters across accounts and LOB (Line of Business: a distinct client program or queue within an operation.)s without an engineer in the loop. Replaces the QBR deck your account team rebuilds in PowerPoint every week.
What's inside
SLA scorecard (adherence + coverage)
Two automated KPIs — schedule adherence and schedule coverage — derived live from T&A and scheduling. Same source as the bill; no "my-spreadsheet-vs-yours" reconciliation calls.
Agent roster with activity drawer
Clients see the exact agents working on their account in real time — name, role, client and LOB assignment, and a one-click drawer with productive hours, attendance, QA average, adherence, and coaching sessions over the trailing 93-day window.
Pre-built operational reports
Three pre-built report types — operations summary, QA trend, staffing snapshot — published per daily / weekly / monthly period and scoped to the client's accounts and LOBs. CSV export default-on. Retires the email cycle of "can you send last week's report?"
Knowledge article browsing
Clients read the published knowledge articles their agents read — same source, scoped per account and LOB via audience filter. Operations SOPs, work instructions, compliance references — all in one filterable index.
Delegated admin (users + agents across accounts and LOBs)
Your account team assigns and unassigns portal users and agent rosters across client accounts and LOBs without an engineering ticket. RLS enforces the boundary at the row level, so misassignment is data-shaped, not access-shaped.
Billable hours breakdown with CSV export
Regular, overtime, and stat-holiday hours rolled up by client account and LOB, derived from the same T&A actuals you bill from. CSV export default-on. Your client's AP team and your billing team finally read from the same line.