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:
-
Type the desired status name into the input field.
-
Click the blue “+” icon to add it.
-
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
Related Articles
OneCloud Professional Contact Center - Supervisor Dashboard - All Queues Window
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 ...OneCloud Professional Contact Center - In-Queue Options
OneCloud Professional Contact Center - In-Queue Options Once a call progresses past the pre-queue options, it enters the call queue. The in-queue options define the specific details of how the call will travel and be handled. Queue Ring Timeout. This ...OneCloud Professional Contact Center - Supervisor Dashboard Agent Window
Supervisor Dashboard Agents Window Overview The Agents Window, located next to the Active Calls Graph, provides a real-time snapshot of agent availability and activity. This tool is essential for monitoring agent performance, managing queue ...OneCloud Professional Contact Center - Analytics Descriptions Reference Guide
Table Settings Options and Descriptions Reference Guide Queue Stats Table Settings Options and Descriptions Call Handling Metrics Call Volume (VOL): Total number of calls originating through a call queue, including answered, abandoned, forwarded, and ...OneCloud Professional Contact Center Pre-Queue Options
OneCloud Professional Contact Center - Pre Queue Options Pre-queue options are settings that affect how callers are handled before they enter a queue. These settings help manage call flow, customer experience, and resource allocation by providing ...