Real-Time Operations

What is Real-Time Operations, & how do I use it?

Real-Time Operations allows you to monitor Queue and Team performance live. This enables team leads and shift managers to: Actively track the number of open Issues in each Queue to watch for unusual trends and reallocate resources as needed See which Agents are currently online and which are on break to avoid any breaks in […]

How do I customize which Queues & Teams appear on the Real-Time Operations page?

Please note: changes that you make to the Queues and Teams listed on the Real-Time Operations page are only reflected for your individual view. It does not affect the Queues and Teams displayed to other team members. Each individual team member can configure this setting for themselves. To customize the Queues and Teams that are […]

How do I customize which metrics appear on the Real-Time Operations page?

Please note: changes that you make to the metrics listed on the Real-Time Operations page are only reflected for your individual view. It does not affect the metrics displayed to other team members. Each individual team member can configure this setting for themselves. To customize the metrics that are listed on this page, click the […]

What is a ‘time window’ and how do I set one in the Real-Time Operations page?

A time window is a duration of time starting from the current moment and extending into the past. Admins and Supervisors can set a time window for Real-Time Operations metrics to monitor for spikes and anomalies in metrics and reallocate resources as needed. These metrics will only be calculated for Issues when the latest update […]

How do I search for Issues by interaction time or by how long they were in a backlog?

Search By Interaction Time You can search for Issues by interaction time using the field queue_interaction_time. Interaction time is measured as the duration of time between the Agent’s first reply and when the Issue was resolved, reassigned to a Queue, or moved back to a Queue. Please note the following about how the queue_interaction_time filter […]

How do I pause or manually refresh live updates on the Real-Time Operations page?

Your Real-Time Operations metrics automatically refresh every 15 seconds. Averages are recalculated every 5 minutes. To pause live updates to review metrics, click the ‘pause’ button at the top right corner of the page. This button will update to a ‘play’ button, which you can select to resume live updates when you’re ready. To manually […]

How do I export my Real-Time Operations data to CSV?

Real-Time Operations data can only be exported while live updates are paused. To pause live updates, click the ‘pause’ button on the Real-Time Operations page. While your metrics are paused, click the ‘download’ button to the right of the refresh button. This will initiate the download of a zip file containing a folder with two […]

How do I mark Agents as Available or Away from the Real-Time Operations Page?

If you have your Agent Availability settings configured to allow Agents to mark themselves as Available or Away, Admins and Supervisors can update Agent availability from the Real-Time Operations Dashboard by hovering over the Agent’s name in the Team Performance table, then clicking on the green toggle that appears. To learn more about using Agent […]

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