Starter · Part of Client Portal

SLA scorecard (adherence + coverage)

Available

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.

SLA Scorecard — adherence and coverage shown as actual vs target, with 30 / 60 / 90 day trend arrows and on-track / at-risk / breach status. Adherence + coverage derive live from intraday adherence + workforce coverage. The client and the BPO read the same number — no reconciliation calls at QBR.

For the operator

Two live KPIs on a tab the client refreshes themselves — adherence + coverage with 30/60/90 day trend on each. The account manager stops being the human refresh button between the dashboard and the QBR deck.

Business impact

SLA-credit disputes consume a meaningful share of account-manager time at most BPOs and frequently end with credits being paid that the operational data wouldn't have justified. A scorecard with transparent provenance — same source as the bill — shifts those conversations from negotiation to data-review and protects margin against credit pressure based on missing-data assumptions rather than actual performance shortfalls.

Agent roster with activity drawer

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