Peopleware 

This folder contains documented peopleware processes, procedures, and guidelines that support consistent, efficient, and high-quality forecasting and scheduling.  You will learn how to set up the basic configuration data needed for scheduling, calculate a forecast and create your first schedules. You will also learn how to manage user accounts including user roles and understand how billing works.

This folder contains step‑by‑step “how‑to” videos designed to guide you through the full monthly reporting process across key areas. By going through these videos, you will learn:

• Voice & Non‑Voice Reports – How to extract, structure, and analyse performance data for calls, chats, and digital channels, including key metrics and trends.
• Business Support & UK Support – How to compile and interpret operational performance, service levels, and support efficiencies for these teams.
• Escalations – How to track, categorise, and report on escalated cases, including root cause analysis and resolution insights.
• Sales – How to present sales performance, conversions, and revenue-related metrics clearly and accurately.
• Admin & Fraud – How to report on backend operations, fraud cases, and risk indicators, ensuring compliance and visibility.
• CSAT & NPS – How to calculate, analyse, and present customer satisfaction and loyalty scores, including trends and actionable insights.

Overall, these videos will help you understand where to find the data, how to compile it correctly, and how to present clear, actionable monthly reports for each function.