Supervisor Dashboard - All Queues Overview

The All Queues section offers a real-time summary of your contact center’s performance across all active queues. It displays key metrics that help monitor operational health:

Displayed Metrics:

• Total Calls Waiting – Number of callers currently in queue.

• Average Wait Time – Average time callers spend waiting before being answered.

• Average Handle Time – Average duration agents spend on each call.

• Abandoned Percentage – Percentage of callers who hang up before being helped.

• Calls Answered – Total number of calls successfully answered.

• Call Volume – Total calls that entered the queue during the selected time frame.

Each metric appears in its own cell and may be color-coded:

• Green – Within acceptable threshold.

• Yellow – Warning: nearing threshold.

• Red – Critical: exceeds threshold.

Grid Settings

Access the Grid Settings from the upper-right corner to customize how metrics are displayed and measured.

What You Can Do:

• Set SLA thresholds for each metric.

• Enable or disable specific metrics.

Setting Thresholds:

1. Click Grid Settings.

2. Toggle thresholds on/off using sliders.

3. Set both:

   • Lower threshold (yellow)

   • Upper threshold (red)

If no lower threshold is set, it defaults to 70% of the upper threshold.

Example – Abandoned Calls:

• Upper Threshold: 16

• Lower Threshold: 8

• Result:

  • Yellow alert at 8 abandoned calls

  • Red alert at 16 or more

Final Steps:

• Click Save in the lower-right to apply changes.

• Use Reset to Default to restore original settings.

Adjustable Metrics:

• Callers Waiting

• Average Wait Time

• Average Handle Time

• Service Level %

• Abandoned Rate %

• Calls Answered

• Call Volume

• Abandoned Calls