Supervisor Views of the Home Page
The Home page provides supervisors with real-time views of team, service, and operational performance data.
In Agent Desktop 2.0, the Home page replaces the legacy desktop Wallboard view and provides widget-based monitoring screens for supervisors.
For an overview of the Supervisor workspace and available monitoring tools, see User Interface Overview.
Default Home View
When supervisors click Home, the default view displayed is the Agent View.
The default Agent View contains four widgets:
- Break Time
- Services
- Personal Stats
- Team
Supervisors can use these widgets to monitor either their own activity or the activity of agents they supervise. When viewing another agent, the same four widgets remain visible, but the displayed data reflects the selected agent. For more information on the default Agent View, see Home Page Overview.
View Permissions
Supervisors may have permission to customize views.
You may see additional view tabs next to Home but be unable to edit or create views if you don't have the required privileges.
Authorized users can create additional views with the privilege Customize Home Page Views and share them with others with the privilege Push/Pull Global Home Page Views.
In Agent Desktop 2.0, supervisors can also save personal views for Services and Teams lists and switch between different monitoring layouts as needed. See how to save personal metric views for more information.
Additional Views
The Home tab at the top of the page is preconfigured by default. Additional view tabs, such as Contact Center Overview or Inbound View, will also be visible if they have been created and shared with you.
Depending on your privileges, you may be able to view these tabs without being able to create, edit, or customize them.
Views are displayed as grids of widgets that show real-time operational metrics and monitoring information.
View Widgets
Views contain widgets that display operational and real-time monitoring information.
Available widgets vary depending on the selected view, system configuration, enabled features, and user privileges.
Widgets display information such as:
- Team activity
- Service levels
- Queue conditions
- Agent states
- Personal statistics
- Break time information
- Queue summaries
- Call duration metrics
- Agent status summaries
- Contact center overview metrics
Notes
- Available view features depend on privileges and deployment configuration.
- Metrics update automatically at regular intervals. Some metrics display current status values, while others display cumulative values for the current business day.