Insights: Operational Intelligence

The Insights tab surfaces the most important signals from your workstream data without requiring you to dig through charts manually. The panels shown adapt to what data you have entered — only relevant panels are displayed.

Service Level Risk

The service level risk panel identifies the intervals where your schedule is most likely to miss your SL target. For each at-risk interval it shows:

• The day and time
• The predicted SL (e.g., 68% vs an 80% target)
• The gap — how many extra agents would bring SL back to target
• The root cause — is the risk driven by higher volume than scheduled for, higher AHT, or a coverage gap in the shift plan?

Root cause matters. If SL risk is driven by volume variance (actuals higher than forecast), the fix is better forecasting. If it is driven by a coverage gap, the fix is adding agents to the schedule. If it is driven by AHT, the fix is a coaching intervention.

Occupancy Risk

Occupancy above 85% for sustained periods increases error rates, burnout risk, and attrition. The occupancy risk panel shows:

• Intervals where predicted occupancy exceeds the max occupancy guardrail
• Average occupancy across all intervals (aim for 70–80%)
• Number of weeks in the forecast where at least one interval breaches the guardrail

Occupancy and service level are not the same thing. You can have a high service level (most calls answered quickly) with high occupancy (agents are very busy). High occupancy means agents have little breathing room — even a small volume spike will overwhelm the queue.

Volume Trend

The volume trend panel shows how your weekly total demand has moved over the past 8–12 weeks, the estimated growth or decline rate, and the forecast for the next 4 weeks. This is the primary input to headcount planning decisions.

If demand is growing at 3% per week, you need to start hiring today to have additional trained staff in place by the time the volume arrives. The hiring and attrition panel connects this growth rate to a concrete hiring need.

Hiring and Attrition Alerts

If you have set an annual attrition rate in Settings, the hiring alerts section shows:

• Current effective FTE after modelling attrition losses
• Months until the team falls below the required FTE if no hiring occurs
• New hires per month needed to maintain current headcount against attrition
• New hires per month needed to grow headcount to meet forecast volume growth

The attrition runway chart shows how FTE declines over the next 12 months at the current attrition rate with no new hires — the "do nothing" scenario, useful for conversations with senior management about hiring investment.

Annual Headcount Plan

The annual headcount panel projects FTE requirements 52 weeks forward, accounting for forecast volume growth, attrition losses, and recruitment ramp time (new hires are typically not fully productive for 4–8 weeks). This is the output to use in annual budget submissions.

Backlog Panel (Email and Back-Office)

For async channels, the backlog panel shows:

• Current backlog size and age distribution (how many items are older than X hours)
• Clearance rate vs. arrival rate — is the backlog growing, stable, or shrinking at current staffing?
• Estimated days to clear the full backlog at current staffing
• SLA breach risk — will any items exceed the SLA deadline before being cleared?

A growing backlog is a compounding problem. If you fall behind by 100 items today, tomorrow you need to clear those 100 items plus handle today's new arrivals. The backlog panel makes this dynamic visible and quantifies the cost of inaction.

AI Narrative

When the AI feature is configured, the Insights tab generates a plain-language summary covering the three or four most important findings across all panels — written like a briefing note rather than a data dump.

The AI uses only data from your workstream. It does not connect to the internet or use outside knowledge. It is particularly useful for communicating insights to stakeholders who do not use Turnella directly.