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 settings icon to the top right of the metric table you’d like to customize.

For our example, we’ll customize the metrics in the Queues table, though these exact same steps can be used to update the metrics in the Teams table.

In the pop-up that appears, navigate to the ‘Metrics’ tab by clicking on it.

On this page, all of the metrics (listed as columns) available to display on the Real-Time Operations page are listed. Use the toggles to the right of each metrics to enable or disable the display of this metric on the Real-Time Operations page.

For the metrics ‘Backlog Greater Than X’ and ‘Interaction Time Greater Than X’, you can also complete the time fields to set a time-based duration in seconds, minutes, hours, and days. This is the duration over which this metric will be calculated.

Once you click ‘Save’, your Real-Time Operations page will update to only display the selected metrics.