Objective

Scan the live command view and decide where to investigate first.

Environment

  • Your account can open Overview.

Resolution

  1. Set the Brand and Group filters for the operation you are watching.
  2. Review active critical alerts and incidents before interpreting the topline cards.
  3. Compare Overall Queue, Queue Time, Active Work, Utilization, SLA, and Satisfaction for an unusual change.
  4. Use General Overview, Channel Overview, Agent Overview, Topic Overview, or SLA Overview to locate the affected segment.
  5. Open a metric drill-in or the focused page for the records behind the signal.
Note: Check the scope

A dashboard total is a starting signal. Use a drill-in to confirm the affected tickets or agents.