Contents

Workgroup Overview view

Summary

A Workgroup Overview compares activity of multiple workgroups. This view rolls up statistics for selected workgroups, displaying workgroups selected by the user as rows, and selected workgroup statistics as columns. Clicking on a column header sorts by that column. Columns can be re-ordered, except for the first column. The column order that you select will remain the same, even if you add or remove workgroups to this view.

Add this view

If necessary, start IC Business Manager and log on.
In IC Business Manager, select a workspace from the Workspaces menu, or create a new workspace to host the view.
Select New > View from the File menu. The Create New View dialog appears, listing views by category or product. Licensing and station rights determine the availability of selections.
Select Categories from the Group By drop list.
In the Categories list, select Agents and Workgroups.
Select Workgroup Overview in the list of views on the right. Click OK.
Use the Workgroups Selection dialog to select workgroups to report in the view. You may need to type a workgroup name in the Filter box. When more than 20 workgroups exist in the system, only the first 20 are shown, and an indicator () informs that more are available. If you select more than 20 workgroups, an indicator () informs that you need to remove some to continue. Click Next.
Use the Workgroup Statistics Selection dialog to specify which workgroup statistics appear in the view.
Use the Interval and Queue Statistic Selection dialog to select time intervals and queue statistics.
Click Finish.

Change statistics displayed in this view

Right-click in the view to display its shortcut menu.
Choose Add/Remove statistics…
Use the Workgroup Statistics and Queue Statistics dialog to change the selection of statistics. Click OK.

Change workgroups displayed in this view

Right-click in the view to display its shortcut menu.
Choose Add/Remove workgroups…
Use the Workgroups Selection dialog to select other workgroups to report in the view.

Remove a workgroup

Right-click on the workgroup to display its shortcut menu. Choose Remove > Remove workgroup row.

Remove a statistic (column)

Right-click on a column to display its shortcut menu. Choose Remove > Remove statistic.

Display Help for a statistic

Right-click a statistic in the Legend below the graph to display a shortcut menu.
Select Help. The description of the statistic appears in the Statistic Help dialog.

Set Alerts

See Manage Alerts.