You can learn from this article how to monitor performance data for a Technician Group.
- In the Command Center, open the drop-down menu and select the unit you want to monitor.
Remember: Master Account Holders and Master Administrators can access data from their whole Organization Tree. Administrators can only access data concerning the Technician Group they are assigned to.
Result: Data for the selected Technician Group is displayed in two sections: Overview and Table.
CAUTION: The browser Back button quits the Command Center. To navigate to previous levels in the hierarchy, use the breadcrumb.
- Review data in the Overview section.
This is aggregated data about the selected Technician Group as a collective entity of all the technicians that belong to it.
Important: Sub-groups of the selected Technician Group are excluded from calculation.
- Status (Technicians)
- Service Level
- Capacity (Total, Available, Used)
- Missed session count
- Closed session count
- Running session count
- Waiting session count
- Incoming session count
- Outgoing session count
- Wait time average
- Wait time max
- Handling time average
- Handling time max
- Review data in the Table section.
- Under the Technicians tab, data pertain to technicians belonging to the selected Technician Group.
- Status
- Name
- Wait time average
- Wait time maximum
- Handling time average
- Handling time maximum
- Available capacity
- Total capacity
- Closed session count
- Channel session count
- Private session count
- Under the Sessions tab, you can view data for individual channel sessions handled by technicians belonging to the selected channel.
- Technician
- Wait time
- First chat time
- Handling time
- Wrap time
- Session status
- Custom column (as defined under Settings)
- Channel
- Session ID
- Chat monitor