Supervisor Dashboard
Threshold Values
Threshold values are now supported. You can define warning and critical threshold levels for various statistics such as Service Level, and Available Agents. Warning value should be less than critical value. By default there is no colour shown. Once the warning threshold has passed, then the cell appears in orange. After the critical threshold level has passed, the cell appears in red.
The threshold values are configured in .
Improved Logging
By default Supervisor Dashboard logs are saved in memory from which they can be downloaded. Now it is possible to set logging in the URL so the logs are in the browser console: https://prod-[region either na or eu].sapcctr.com/[tenant name]/SupervisorDashboard?debug-level=7&debug=cp:*
Quick Links
Quick links are now supported providing an easy way to jump between information in different views. In the Queue Status table the queue name works as a link and opens the Agents table. The bars in the charts are also links that open the Agents table.
Changing Agent Status
It is now possible to change an agent's status (Ready/Not Ready) and profile in the Agent Settings view.
Threshold Values with Charts
The following charts support threshold values when the option Values per Queue is selected:
-
Longest queueing time
-
Calls/chats/emails in queue
-
Service level %
Link to Communication Panel
The Interactions table now contains a link to Communication Panel to show the details of the selected interaction.