See coverage and work patterns across shifts, identify device issues, and understand where teams may need support—all in one view.
Support operations depend on coverage and workload balance. Momentum gives operations leaders a live view of who is present and how teams are working, where coverage gaps and device issues appear, and where workload or after-hours patterns signal that teams need support.
Illustrative outcome, modeled from typical rollouts — not a specific customer result. See real customer results →
A night shift shows higher after-hours activity from overstaffing, while managed devices need attention. Supervisors see the activity pattern but device issues live elsewhere, so coaching happens without context. When support teams are overextended or underequipped, the first sign is usually a missed SLA or a spike in no-shows — by then it's already a customer impact problem.
Momentum's Workforce Dashboard shows team-level coverage in real time — presence, after-hours activity patterns, and workload distribution across shifts. Device health module surfaces machines needing attention so support leaders can connect dots between work patterns and device readiness. Tenant Management keeps each client's operation in its own isolated tenant, while Departments model queues and shifts inside each one.
After thirty days, shift management includes work patterns and device readiness alongside coverage. The dashboard shows after-hours activity trends that signal overload, device flags that need attention, and team-level workload distribution. Top and lowest queue rankings surface coaching opportunities, and because leaders see both staffing and device issues, they can address root causes instead of symptoms. Coverage stops being discovered in the SLA report and starts being managed proactively.
Momentum never asks you to judge on day one. Collect a month of Timeline data, then set targets from your own expected-vs-actual trend — and watch it move.
Every one of these lives on the Momentum Workforce Dashboard — no exports, no spreadsheets. Set your workday, expected desk hours, and target productive hours in General settings, and watch the expected-vs-actual gap close week over week.
A proven rollout sequence using real Momentum modules — agents, machine approval, department app rules, and the dashboard.
Momentum brings the signals that matter into one fair, real-time view — so leaders can act on evidence and teams can trust the numbers.
Illustrative dashboard mockup — figures are not from a specific customer.
Yes. Each client runs in its own tenant with its own app rules and settings — client tenants never see each other's data.
The dashboard's master user grid and present/absent KPIs reflect agent status live, and the Timeline marks idle stretches in red — supervisors can act within the shift, not after the SLA report.
The Machines module is built for it: new devices queue as Pending (or auto-approve during provisioning), and departing seats are handled with remote uninstall or disabled agent login.
Yes. Model queues as Departments, each with app-rule overrides — a CRM that's Productive for voice support can be Non-Productive for the back-office team, within the same tenant.
