Starter · Part of Client Portal
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.
Client portal agent roster — every agent assigned to the client across every LOB, with name, role, client account, LOB, and last shift. Cursor-paginated so the table stays fast on 2,000-agent accounts. The client refreshes the roster themselves; no inbound to the account manager.
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For the operator
Agents in a tenant-scoped, account-scoped list with name, role, client account, LOB, and last shift. Pagination is cursor-based so the table stays responsive at scale; click any row to open the per-agent activity drawer with the 5 KPIs and a sparkline. Client lead investigates a coverage gap themselves rather than emailing the account manager.
Business impact
Account managers spend a meaningful share of their week answering 'who's on my account and how are they doing?' from clients who have no self-service path to the answer. A live agent roster with a 5-KPI activity drawer cuts that inbound to near zero and reframes the client relationship from 'request → wait → reply' to 'open the portal'. Same account-manager headcount carries more accounts, and the conversations that remain are about strategy, not data fetches.