# How To Use The Live Overview

## 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.
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metrics can update on different schedules, so check the displayed data context and refresh the page if a value appears out of date.

> Canonical page: https://zenops.cx/help/articles/use-the-live-overview/
> Audience: For managers and team leads
> Summary: Scan current workload and service signals, then open agent details for follow-up.

## Notes on this article

### Note: Cards depend on access scope

After step 3 in resolution. 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.