Schedule adherence and real-time status for your service desk
Customer service runs on coverage. When agents start late, take long breaks or drift idle between contacts, wait times grow. Insights shows who is active, idle or offline right now, how each day lines up with the schedule, and where time goes between tickets, calls and chats.
Service levels depend on minutes
Adherence slips
Five minutes late, ten minutes early out. Across a team, small gaps turn into long queues.
No live view
Supervisors with remote agents can't look across the floor to see who's available.
Hidden idle time
Time between contacts is normal. Long idle stretches during scheduled hours are a different story.
Too many tools
Ticketing, knowledge base, CRM, chat and phone apps. Agents switch constantly and some tools slow them down.
Fair performance reviews
Agents want to be judged on facts. Supervisors want something better than a gut feeling.
Staffing to demand
Hiring another agent is expensive. You want to know whether you need more people or better use of the ones you have.
See your whole team's status, live
The real-time view shows every agent as active, idle or offline, the application they are in now, and their productive share for the day. Supervisors can spot a gap and reassign work in minutes.
- Active, idle and offline status updated every minute
- Current application for each agent
- Team filter for each queue or shift
Late starts, early ends and absences, measured
Assign each agent a work schedule with breaks. Schedule adherence compares first and last computer activity with the schedule, and productivity achievement shows who met their productive-hours goal.
- Late start, early end and absent by day
- Goal achievement by person and team
- Part-time and custom workday schedules
| Employee | Schedule | First activity | Last activity | Status |
|---|---|---|---|---|
| A. Rivera | 8:00–5:00 | 7:56 am | 5:04 pm | On time |
| J. Chen | 8:00–5:00 | 8:21 am | 5:02 pm | Late start |
| M. Patel | 9:00–6:00 | 8:58 am | 4:31 pm | Early end |
| S. Okafor | 8:00–5:00 | 7:49 am | 5:15 pm | On time |
| D. Kim | 8:00–5:00 | — | — | Absent |
Get an alert before a long idle stretch becomes a habit
Alarms flag idle time over a threshold you choose, unproductive time over an hour, or social media over 30 minutes. Each alert goes to the supervisor by email, Teams or Slack.
- Idle and unproductive presets you can tune
- One alert per person per day per rule
- Alarm log to track follow-up
Agents handle customer data all day. We keep it protected.
CyberWall is a security-first managed IT provider. Security is our number one priority. Service desks are frequent phishing and social-engineering targets. Pair Insights with CyberWall Shield for 24x7 threat detection, Microsoft 365 sign-in and account monitoring, and backup, in one console.
- Shield flags risky Microsoft 365 sign-ins
- Insights alarms for USB copies and file-sharing sites
- MFA and per-company data isolation
Hold agents to a clear, fair standard
No conversation content
Insights never reads tickets, chats or email, and never records keystrokes or audio.
Screenshots are optional
Off by default. If you add them, they're taken only while the agent is active and deleted on the schedule you choose.
Agents know
The monitoring notice tells agents what is measured, which keeps the process transparent and fair.
Questions from customer service leaders
Does Insights connect to our phone system or ACD?
No. Insights measures computer activity against the schedule you set. It doesn't read call states, queues or handle times from your phone system.
How is this different from interval adherence in a WFM tool?
Insights tracks late starts, early ends, absences and idle time from computer activity, plus productive time against a goal. If you need interval-by-interval adherence to a forecast, keep your WFM tool for that.
Will time on a call show as idle?
If the agent uses the computer during the call, it shows as active in that application. If they step away from the keyboard, it shows as idle. Set idle alarm thresholds with that in mind.
Can supervisors see only their own team?
Managers see only their own company, and you can filter every report by team. Talk with us about how you want access set up.
Can we track agents working from home?
Yes, on company Windows computers. The agent sends activity whenever the computer has internet access.
What does it cost for a team of 40?
Insights is $4 per active user per month, so 40 active agents cost $160 a month. Screenshots, if you want them, add $2 per user.
Shorter queues start with better coverage.
Start a 14-day free trial. Set your agent schedules, deploy through Microsoft Intune, and see adherence today.