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Workgroup Overview Dashboard

With the Workgroup Overview dashboard, you can monitor agent status in real-time and view agent interaction details. The dashboard provides supervisors a quick view of available agents and their current states, for a single workgroup.

The visualizations for the Workgroup Overview dashboard include Number of Agents in Status, Agent Availability (Number of Agents), Interaction Details (Number of Interactions), Longest Time, and Workgroup Statistics.

You can include or exclude data in your dashboard visualizations using the filter Select Workgroup.

Dashboard Visualizations

The following visualizations are displayed in the Workgroup Overview dashboard.

Number of Agents in Status

This pie chart visualization displays the current number of agents in each status, for example: At Lunch, Available, Available Follow-me, Available Forward, Available Non-ACD, Away From Desk, Do Not Disturb, and Follow Up for the selected workgroup. The number of agents displayed for each status when you point to a status on the pie chart.

Agent Availability (Number of Agents)

This bar chart visualization displays the number of logged on agents in each state, for the selected workgroup. Examples of agent states include, Logged In, Available for ACD, Agents Available, Agents Not Available, Outbound ACD, On Inbound ACD, and so on.

Interaction Details (Number of Interactions)

This bar chart visualization displays the current number of interactions Connected, On Hold, and Waiting, for the selected workgroup.

Longest Time (hh:mm:ss)

This bar chart visualization shows supervisors the longest time an interaction is in a state, for the selected workgroup. The interaction states are: Longest Available, Longest Talk Time, Longest Wait Time, Longest On Hold Time, Longest Non-ACD, Longest Inbound ACD, and Longest Outbound ACD.

Workgroup Statistics

This grid visualization displays workgroup statistics for the selected workgroup. For Agents Available, Agents Logged In, Non-ACD, Not Available, On Inbound ACD, On Inbound ACW, On Outbound ACD, On Outbound ACW, Agents Logged in and Activated, Longest Non-ACD, Connected, Waiting, On Hold, Number Available for ACD, Total Agents, Percent Available, Longest Talk Time, Longest Inbound ACD, Longest Wait Time, Longest On Hold Time, Longest Outbound ACD, Lowest Active Customer Negative Score, and Lowest Active Agent Negative Score.

To know about the elements used in the Workgroup Overview Dashboard, see Workgroup Dashboards Data Dictionary.