Run the day from the live board

Open Team → Live board

Every agent and team lead in your scope has a card: status and since when, check-in time, active time, breaks, outcomes logged today, and overdue / due-today follow-ups. It refreshes on its own. Owners, admins and team leads see the same board in the mobile apps under More → Work → Team board.

Where each column comes from

Status comes from check-in, breaks and the calls captured on the phone. Outcomes come from the post-call prompt. Overdue comes from follow-up dates. None of it is typed by the agent for the board’s sake.

What to look at, in order

Overdue first — those are promises at risk. Then idle: checked in, not on a break, no activity past the threshold. Then outcomes logged versus calls, which tells you whether feedback is being skipped.

• Sort by overdue at the start of the day
• Idle after lunch is where momentum dies
• An agent with many calls and few outcomes needs the Block feedback policy or a conversation

Use it in the stand-up

Two minutes per person on their own numbers replaces twenty minutes of “how is it going”. Agents see the same numbers on their Home screen, so nothing on the board is a surprise to them.