Real-time Monitor

The Real-time Monitor tool enables agents and managers to monitor various performance indicators and metrics in near real-time.

User Roles and Access

• Service Operator Role: Users can utilize the organization tree to select the organization or a specific unit for monitoring.

• Agents and Power Agent Roles: Users can view data only for their current unit.

Dashboard Overview

Upon selecting a unit, the In-focus tab displays a dashboard of widgets. Each widget shows various metrics and a chart depicting the progression of the main metrics from the beginning of the day.

The dashboard updates automatically every 5 minutes or when new metrics become available, ensuring users have the most up-to-date information.

Dashboard Customization

Choosing Widgets

To choose the widgets to show and control their order, click the Widgets button ( ) to open the Widgets dialog:

Choose widgets from the dropdown menu to add them to the view. You can rearrange the appearance order of the widgets by dragging them with your mouse.

For detailed information about the available widgets, see:

Charts Time Range and Reference Data

To limit the charts to a specific time range or choose a reference date, click the Settings button () to open the Settings dialog:

Reference Data

Selecting a reference date allows you to compare today’s metrics to those of a past date.

By ticking the Show Reference Data checkbox, a line representing data from the selected reference date will be added to each of the dashboard charts. This feature enables you to compare today’s progression to that of the chosen date and to anticipate future trends.

Usually, you’d compare today’s data to the previous workday. However, it can sometimes be useful to compare it to other dates. For example, if you know that certain days of the week exhibit different behavior (e.g., weekends), you can compare today to the same day in the previous week to better anticipate future behavior.

Aggregating Data from Child Units

When you select a unit, the real-time monitor displays metrics calculated specifically for that unit.

However, if the unit contains sub-units (e.g., the unit represents a region), you have the option to display aggregated metrics that include both the unit and its sub-units.

To enable this, turn on the Include Child Units switch. When this switch is activated, all data displayed on the dashboard will be aggregated from the selected unit and its descendant units.

Unit Breakdown

Viewing aggregated metrics is useful when you are responsible for multiple units. However, the Unit Breakdown view becomes handy when you need to understand the source of a specific value.

This view displays all sub-units under the selected unit or organization, showing non-aggregated metrics for each selected metric. This allows you to pinpoint where specific values originate within the hierarchy.

Choosing Columns

To choose the columns to show, click on the Columns button ( ) to open the Columns dialog:

Choose metrics from the dropdown menu to add them to the view. You can rearrange the appearance order of the metrics by dragging them with your mouse.

For detailed information about the available metrics, see:

Viewing Active Alerts

The real-time monitor displays active alerts for the organizational units. The badge next to the unit name indicates the number of active alerts, and the badge's color represents the highest alert severity. You can use the Alerts tab to view the active alerts in the selected unit.

To learn more about alerts, see: