Objective

Compare Realtime metrics across the business dimension that matters to your decision.

Environment

  • Your account can open Overview reports.

Resolution

User Guide example: General Overview report with primary and secondary grouping controls and expandable rows.
  1. Choose General Overview, Channel Overview, Agent Overview, Topic Overview, or SLA Overview.
  2. Select a primary grouping such as Brand, Group, BPO Vendor, or Market where the report offers it.
  3. Add Then by or another secondary grouping when available, or use a report-specific BPO Vendor or status filter.
  4. Sort a metric column and expand a row to see a deeper breakdown.
  5. Save the report preference if you want to reuse the layout.
Note: Check the scope

Rows that share eligible agents can show overlapping capacity; do not sum them as independent pools.