OneCloud Professional Contact Center - Supervisor Dashboard Settings Menu

OneCloud Professional Contact Center - Supervisor Dashboard Settings Menu

OneCloud Professional Contact Center - Supervisor Dashboard Settings Menu

The Settings Menu allows administrators to configure key aspects of the contact center experience, including SLA expectations and agent status tracking.

General Tab – SLA Settings

The General tab lets you define your contact center’s Service Level Agreement (SLA)—the target timeframe in which calls should be answered.

  • Use the SLA slider to set the acceptable response time (in seconds).

    Example:
    If your SLA is to answer calls within 10 seconds, move the slider to 10.

This SLA setting is applied across all queues and directly impacts your performance reporting and SLA metrics.

Custom Statuses Tab – Agent Activity Tracking

The Custom Statuses tab allows you to define specific statuses agents can choose when they are unavailable in the queue. These custom statuses provide insight into agent activities throughout their shift.

Common Examples:

  • Team Meeting

  • Morning Huddle

  • Training Session

  • Lunch Break

To Add a Custom Status:

  1. Type the desired status name into the input field.

  2. Click the blue “+” icon to add it.

  3. Click Save in the lower-right corner to apply changes.

Once saved, the status becomes available in the agent dashboard dropdown for selection during unavailable times.

Note: Custom status usage can be viewed from the Reports menu under the Agent Activity Tab