Definition

Realtime presents related support signals across several views so an operational change can be investigated from more than one angle.

Context

A growing queue may need a capacity check; a change in ticket topics may explain the demand; active SLA targets show which work is time-sensitive.

Attributes

User Guide example: Channel Overview example grouping Messaging, Talk, and Support metrics by a selected business dimension.
  • Start with Overview for the current account-level picture.
  • Use Volumes for queued work and channel trends, Agents for status and capacity, SLAs for targets and breaches, and Topics for ticket composition.
  • Open available metric drill-ins to inspect the tickets or agents behind an aggregate; use Workflows to follow up on alerts or incidents.
Note: Check the scope

The same metric can appear in more than one view, but each page adds different filters and detail.