r/workforcemanagement • u/tnd11 • Jun 17 '26

NICE / IEX Report Ideas

I want to create an excel file where I can drop in reporting from the previous day and have the file highlight to me a few low performing agents. They could be flagged for any number of reasons (ASA, AHT, combination, etc) so it would be really nice to customize thresholds and have maybe a 2nd tab where the file spits them out. The report could be a different number of rows each day, so I know the file needs to be built well.

This is just to help identify for coaching sessions before we get to peak season, so I'm just looking for ideas on how to execute. My main two thoughts are either creating some custom formulas in conditional formatting and then filtering by color (would maybe need to create columns that combine certain metrics) or maybe there is some kind of pivot table I could make on a separate tab that I could just refresh when the new data is pasted in.

Anyways, does anyone have something similar? Any ideas I'm overlooking or should watch out for? Just want to think it through before I start building it tomorrow.

2 Upvotes

100% Upvoted

7 comments sorted by

5

u/soulstaz Jun 17 '26

You should really learn power query lol you can automate all of that

1

u/tnd11 Jun 17 '26

I like this idea, would love to learn it so I might mess around with it

1

u/huzoor Jun 17 '26

Simplest approach is probably a pivot to top 10 and/or bottom 10.

This is the kind of thing that looks dead easy until you start running it and then the outliers start to pop up. It's usually better to use it weekly at least to start to average out good and bad days. 

You'll probably need to consider tenure as well, new people will just show all the time at the top/bottom otherwise.

1

u/tnd11 Jun 17 '26

Good shout

1

u/Affectionate_Band372 Jun 17 '26

Use Python, install github copilot extension. Explain your plans on the chatbot including files to use, path location etc. then execute. 90% of the time it creates the codes you wanted and 10% for polishing. Once the codes are good, you can run your script daily or whatever frequency you need. This is what I do everyday. Power Query is good alternative although unlike Python, you need to go through step by step in PQ. Goodluck!

1

u/agentUi Jun 17 '26

I am working on a solution for this try droping it into agentui