Skill Monitoring is a capability within Supervisor Console that provides supervisors with real‑time visibility into skill performance, agent utilization, staffing levels, and overall queue health.

This screen allows supervisors to see which skills are active, underutilized, or overburdened, helping them manage resources more efficiently and maintain service quality. Supervisors can also make real‑time adjustments based on workload and skill performance data.

Previously, supervisors could only view queue-level metrics, which did not differentiate workload across multiple skills within the same queue. This limited visibility made it difficult to identify overloaded skills or rebalance work efficiently. With Skill Monitoring, supervisors gain skill-level visibility of queue performance and agent activity.

Key Features

• Skill‑level workload visibility: Provides detailed workload insights for each skill within grouped queues.

• Real‑time monitoring: Tracks active, underutilized, or overloaded skills as they change.

• Agent association: Displays which agents are linked to a skill without requiring profile checks.

• Standard metrics: Includes pending count, in‑progress count, wait times, abandonment, and agent availability.

• Reduced screen dependency: Eliminates the need to switch between Queue Monitoring, Agent Monitoring, and Agent Profile.

• Real‑time adjustments: Enables supervisors to rebalance workloads by updating agent skill assignments.

Key Benefits

• Skill‑wise operational insights: Provides detailed visibility into workload distribution at the skill level within a queue.

• Faster decision‑making: Enables supervisors to quickly identify imbalances and take corrective action.

• Simplified monitoring experience: Consolidates skill‑level data into Supervisor Console, reducing the need to switch between multiple screens.

• Improved queue health: Aligns agent skills with case volume and complexity to optimize performance and service quality.

Use Cases

• Identifying skill overload: Using skill‑level workload visibility, supervisors can detect when a specific skill shows a high pending count or increased wait time. This helps them rebalance workloads quickly and prevent service delays.

• Monitoring agent availability: Leveraging agent association and standard metrics, supervisors can compare logged‑in vs available agents for a skill. This ensures staffing levels are aligned with demand and improves responsiveness.

• Workload rebalancing: With real‑time monitoring and adjustments, supervisors can redistribute agents by updating skill assignments (via agent profile or management screens). This reduces bottlenecks and improves queue health.

• Queue vs skill analysis: By moving beyond generic queue metrics, supervisors gain skill‑level insights to understand performance differences across skills within the same queue. This enables more accurate resource planning and targeted training.

Next Steps

• Configuring Skill Monitoring (for Administrators)

• Using Skill Monitoring (for Supervisors)