HELP FILE

How to Monitor Performance Data According to a Label

    This article gives guidance to Rescue Administrators.

    Monitoring according to labels is only available if labels have been added and assigned.

    1. In the Command Center, select a label from the Label List or from the drop-down menu.

      Result: Data related to the selected label is displayed in two sections: Overview and Table.

      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.
      Tip: Don't see the data you expected? You can set the starting time of the data collection period. See How to Set Monitoring Data Collection Time Period.
      CAUTION: The browser Back button quits the Command Center. To navigate to previous levels in the hierarchy, use the breadcrumb.

    2. Review data in the Overview section:

      This is aggregated data about the selected Label as a collective entity of all the elements assigned to it.

      • 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

      Tip: For definitions, see Command Center Terms and Definitions.

    3. Review data under Table:

      Data is for all Technician Groups and all Channels assigned to the selected Label.

      • Under the Channels tab, data pertain to Channel(s) assigned to the selected Label.
      • Under the Technician Groups tab, data pertain to the Technician Group(s) assigned to the selected Label.
      • Under theSessions tab, you can view data for individual sessions handled by technicians belonging to Technician Groups and Channels assigned to the selected Label.
        • Technician
        • Wait time
        • First chat time
        • Handling time
        • Wrap time
        • Session status
        • Custom column (as defined under Settings)
        • Channel
        • Session ID
        • Chat monitor

      Tip: For definitions, see Command Center Terms and Definitions.