# Use The Overview To Spot Operational Risk

## 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.

> Canonical page: https://zenops.cx/help/articles/use-the-overview-to-spot-operational-risk/
> Audience: For managers and team leads
> Summary: Scan the live command view and decide where to investigate first.

## Notes on this article

### Note: Check the scope

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