- Supervisor Guide Introduction
- Supervisor TutorialsStarting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- Home Page
- CasesAgent Management
- Changing Agent State
- About Chat Center
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality ManagementCalendars
- Working With Agent CalendarsCampaign 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
- Lists View
- List of List Metrics
- Campaign Teams ViewEmail Queue
- General Information About Email Queue ManagementReal-time Metrics
- General Information About Metric Viewing
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
Service Metrics View
Service metrics are located in the Supervision 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.
To learn how to customize service metrics, see Tutorials for Supervisors, section Customizing Metrics.
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 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."