Contents
- Introduction
- Starting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- Wallboard
- My Grades
- Cases
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- 1 Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Group Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Managing Calendar Events
- Working With Agent Calendars
- How to Reassign an Event
- How to Reassign All of an Agent’s Events to Another Agent
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
Skill Metrics View
For each service that is displayed in the service metrics view, you can view a subset of metrics related to each individual skill within that service.
To view skill metrics for a particular service, click anywhere within the row of metrics dedicated to the desired service, except for on the service name. (The latter is reserved for hiding unwanted services as explained in the previous section.) A new window will open showing metrics for each individual skill related to the selected service.
You can move the skill metrics window to any other location on your Agent Desktop screen. To close the skill metrics window, click the close 
icon in the upper right-hand corner.
For detailed descriptions of skill metrics, see section List of Skill Metrics. Please note: Skill metrics view is not available for email services.