Where it breaks today
Digital channels sit outside the operating model
WhatsApp is run from a shared inbox with no queue, no SLA and no occupancy figure.
Supervisors cannot listen in, whisper or take over a digital conversation the way they can a call.
Workforce planning has no forecast for messaging, so the floor is staffed on voice volumes alone.
Two sets of reports, two sets of definitions, and no single view of an agent’s day.
How whtapis runs it
What this team gets
Skills-based routing
Language, product, tier and country, with overflow and after-hours rules.
Concurrency control
How many chats an agent may hold, and whether a voice call suspends them.
Whisper and barge-in
On WhatsApp voice, VoIP and PSTN alike, with a full audit trail.
Adherence and occupancy
Shift schedules, break adherence, aux codes and real-time state changes.
QA and scoring
Evaluation forms, calibration, sampling rules and agent-visible scorecards.
Multi-site and remote
Home agents, BPO partners and multiple sites under one supervision layer.
Service
Answer speed, SLA attainment, abandon rate
Efficiency
AHT, occupancy, adherence, wrap-up time
Quality
QA score, FCR and CSAT by channel
The measures the platform reports on. Targets are set with you during onboarding.
The team using it
A floor, a supervisor, and a shift to run.
Occupancy, adherence and QA exist so the people on the floor get a fair shift and a fair score.
Placeholder frames — drop your own photographs in.
Other use cases