Persona App Controls for Grouped Queues
Updated
The Grouped Queues and Grouped Queue Monitoring modules provide supervisors with centralized access to manage and monitor collections of related work queues and their associated agents. These modules can be integrated into the Supervisor Console persona app through the Persona App Manager.
Two screen types are available for configuration:
Grouped Queues: Displays only the grouped queues.
Grouped Queue Monitoring: Provides grouped queue visibility along with agent monitoring capabilities.
Prerequisites
Before you begin, make sure the following prerequisites are met:
A Record Manager (RM) is created for the Grouped Queues screens.
The Supervisor Console persona app exists.
Steps to Add Grouped Queues Screens
Follow these steps to add the Grouped Queues and Grouped Queue Monitoring screens:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Platform Modules > Settings, click All Settings.
3. In the left navigation, click Manage Customer.
4. Search for and select Persona App Manager.
5. Locate the persona app where you want to add the screens.
6. Click the three-dot icon next to the app and select Edit.
7. Click the Add (+) icon from the top menu.
8. In the Menu Item dropdown, search for and select:
Grouped Queues
Grouped Queue Monitoring
9. In the Menu Item Group dropdown, select the group where you want the menu items to appear.
10. Click Add.
11. Click Update the Draft to save your changes. Click Publish to make the changes live to the users.
Configure Grouped Queues and Grouped Queues Monitoring
After adding the menu items to the persona app, the next step is to configure each screen to display the appropriate Record Manager(s) and metrics relevant to your users. This ensures that supervisors see the right data, dashboards, and drill-downs tailored to their operational needs.
To configure these screens, follow these steps:
1. In the editable Persona App, Click the menu item you added (Grouped Queues or Grouped Queue Monitoring).
The Configurator panel will open.
2. On the Configurator panel, complete the following fields:
Field | Description |
Label | The name displayed for the screen in the app’s side navigation. |
Icon | The icon shown next to the screen name in the side navigation for easy identification. |
Record managers | Select one or more Record Managers to specify the data shown on the screen. These must be created beforehand in Supervisor Settings.
|
Summary Metrics | Choose relevant metrics and drilldown lenses to display. Click Add Value (+) to include additional metrics.
|
Dimensions | The default dimensions are pre-selected and mandatory. To include more, choose additional dimensions from the Dimensions dropdown. |
Measurements | The default measurements are pre-selected and mandatory. To include more, choose additional dimensions from the Measurements dropdown. |
Ignore Last Visited Url | Enable this option to prevent the app from returning to the last visited page within this menu item. When selected, users will always start at the default screen instead of the page they left off. |
3. Once done, click Update and close the Configurator panel.
4. Click Publish to make the changes live for users.