Objective

Scan current workload and service signals in Monitoring, then open agent-level details when a metric needs follow-up.

Environment

  • You have view access to Monitoring.
  • The metrics you need are available for your account and data connections.

Resolution

  1. Open Monitoring. The Overview tab opens by default.
  2. Review the metric cards that are available to your access scope. They can include Overall Queue, Queue Time, Active Work, Utilization Rate, SLA, and Satisfaction Score.
  3. Read the values together and note any unavailable or empty measures. An unavailable value is not the same as zero; check whether its underlying source data is available.
    Note: Cards depend on access scope

    Managers with managed-team access see Active Work and Utilization Rate on Overview. Company-wide queue, SLA, and satisfaction metrics are not included in that scope.

  4. To investigate a person or current work state, open Agents and locate the relevant agent. The Agents view includes agent-level Adherence and Conformance context when data is available. Use Reporting when you need a historical period or trend.

The Overview is a current operational snapshot. Its metrics can update on different schedules, so check the displayed data context and refresh the page if a value appears out of date.