Definition

The Overview cards summarize current queue demand, agent work, utilization, SLA, and satisfaction for the selected scope.

Context

Use the cards for a quick scan, then move to a report or drill-in when a value needs an explanation.

Attributes

User Guide example: Overview topline cards for Overall Queue, Queue Time, Active Work, Utilization, SLA, and Satisfaction.
  • Overall Queue and Queue Time describe waiting work.
  • Active Work and Utilization describe work in progress and online capacity.
  • SLA and Satisfaction Score summarize service outcomes for the relevant period.
  • The canonical definitions for these and other metrics are in the Realtime metrics article.
Note: Check the scope

Check the page scope and the card’s info or freshness detail before comparing values across pages.