product icon

How to Monitor Performance Data for a Technician Group

    This article gives guidance to Rescue Administrators.
    1. 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.

      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 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
      Tip: For definitions, see Command Center Terms and Definitions.
    3. 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
      Tip: For definitions, see Command Center Terms and Definitions.
    Article last updated: 27 September, 2022