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Service Metrics View

Service metrics are located in the Supervision Supervision-Icon-AD-50.png section of Agent Desktop and displayed in the middle of the Context Information Area. This view displays metrics for either all services assigned to the selected team or all services assigned to all teams. You may toggle between specific team views and the All Teams view.

You can have services sorted automatically by the value of any currently displayed metric. To manually sort the metrics, click on the desired metric name; the default sort view is high to low. By default, services are sorted alphabetically.

The bottom row of the service metrics view displays the cumulative values for all currently displayed services. In the Name column, the bottom row shows the total number of currently displayed services. For detailed descriptions of the available service metrics, see section List of Service Metrics. For definitions of all real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide.

Service Metrics for One Team

To view the service metrics for one team, select the desired team name from the available list of teams located at the top of the Context Information Area. Doing this will cause that team's service metrics to appear in the middle of the Context Information area. For any team selected, the name of the team appears next to the word "Services."

Service metrics displayed here are for the Customer Service team

Service Metrics for All Teams

Selecting All Teams from the teams list will display the service metrics for all teams for which the supervisor is assigned to appear in the Context Information area. You can tell, at a glance, that the view includes service metrics for all teams by looking at the view's title, which shows "All Teams" next to the word "Services."

Supervisors may view service metrics for all teams they have permission to supervise

How to Hide or Add Services

When you move your cursor over the service names, right-clicking or clicking the "down" icon will bring up a drop-down menu that gives several options. You can hide services, add services, hide all services, or restore the default view. If you do not remember the changes you made (i.e., you hid a service, want to add it back, but you do not remember the name of the service), you may restore the default view to make all services visible that were originally set in Agent Desktop.

The drop-down menu displays these options to hide or add services

To hide some services (e.g., hide overflow services assigned to your team in order to focus on your core services):

  1. Mouse over the corresponding service name, and click the drop-down menu icon that will appear.
  2. Select the Hide service option.

To add hidden services:

  1. Mouse over the name of the service below which you wish the hidden service to appear, and click the drop-down menu icon that will appear.
  2. Select the Add service… option. A list of service metrics will appear with checkboxes next to their names.
  3. Locate the desired service in the list and select its checkbox.
  4. Click OK.

Select the service metric(s) to add

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