Wellbeing
The Wellbeing framework adds a structured wellbeing layer on top of the pulse pipeline — a voluntary check-in, a fatigue early-warning model, accommodation tracking, and an HR dashboard. It answers the growing regulatory and cultural pressure (notably in Quebec) for employers to actively monitor agent wellbeing.
Open it from the sidebar under Quality → Wellbeing (/wellbeing).
Weekly check-in
A short, voluntary check-in — separate from the eNPS pulse — runs on the same anonymous token-URL basis:
| # | Question | Type |
|---|---|---|
| 1 | How are you feeling about your workload this week? | 1–5 (Very heavy → Very manageable) |
| 2 | Do you feel supported by your team and supervisor? | 1–5 (Not at all → Completely) |
| 3 | Is there anything preventing you from doing your best work? | Free text (optional) |
Cadence is configurable per tenant (weekly or bi-weekly, or off). Responses are anonymous and aggregate to team/LOB only when at least five are in for the period.
Fatigue model
The fatigue model flags agents at risk of burnout from signals FrontLine already tracks — no new data collection. A FATIGUE_RISK flag is raised when at least three of these are true in a rolling 14-day window:
- Overtime more than 10% above contracted weekly hours
- More than three cross-LOB switches in a single shift
- More than 20% of scheduled breaks missed
- One or more unplanned absences in the prior 14 days
- Six or more consecutive days worked without a day off
- A low average wellbeing check-in score (≤ 2.5 on Q1 + Q2)
The flag is visible to supervisors and HR only — never to the agent — shows as an icon on the agent's row in the team and HR views, and clears automatically once two or fewer conditions remain true. It feeds the supervisor's action queue, not the attrition model.
Accommodations
Formal workplace accommodations (medical, ergonomic, schedule, family status) are tracked alongside leave. Each carries a type, description, requester, approver, effective dates, and status (pending, active, expired, withdrawn). Active accommodations surface as a note to schedule planners (e.g. no night shifts) and, where they require intermittent leave, auto-tag the related leave requests.
Wellbeing dashboard
Available to HR and supervisors (scoped to their team):
| Panel | Content |
|---|---|
| Weekly aggregate | Average workload and support scores per LOB, participation rate, trend |
| Fatigue count | Agents with an active FATIGUE_RISK flag per LOB |
| Open-text themes | Word cloud from the free-text question (LOB aggregate) |
| Accommodation summary | Count of active accommodations by type per LOB |
New hires acknowledge a wellbeing disclosure during onboarding, recorded for audit.
Roles
| Permission | Typical role | Lets the user… |
|---|---|---|
wellbeing.aggregate.read | Supervisor, HR | See the weekly wellbeing aggregate |
wellbeing.fatigue.read | Supervisor, HR | See FATIGUE_RISK flags |
wellbeing.accommodation.read | Supervisor, HR | View accommodations |
wellbeing.accommodation.manage | HR | Create and update accommodations |
What to read next
- Pulse surveys — the eNPS layer on the same pipeline
- Leave — where accommodation-linked leave lands