Yes. Customer demand is highly visible. Supervisors can configure, amend and update relevant teams whenever required. This allows agents and team leaders to respond in real-time to demand to ensure SLAs are achieved. Agents also have real-time performance analysis with gamification, and a view of traffic on a widget driven dashboard specifically configured to their needs. Detailed customisable widget-driven reporting and dashboards ensure agents, team leaders, supervisors and managers are kept informed of exactly what they need to see on screen or in their inbox in real-time.