Real-time Monitor
Last updated
Last updated
Manager Tools -> Real-time Monitor.
Access to this tool requires the Service Operator, Agent, or Power Agent roles.
The Real-time Monitor tool enables agents and managers to monitor various performance indicators and metrics in near real-time.
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.
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.
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:
Widgets ReferenceSelecting 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.
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.
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.
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:
Metrics ReferenceThe 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:
Service Level AlertsTo choose the widgets to show and control their order, click the Widgets button ( ) to open the Widgets dialog:
To limit the charts to a specific time range or choose a reference date, click the Settings button () to open the Settings dialog:
To choose the columns to show, click on the Columns button ( ) to open the Columns dialog:
