Using Skill Monitoring
Updated
Skill Monitoring is a feature within the Supervisor Console that gives supervisors real‑time visibility into skill performance, agent utilization, staffing levels, and overall queue health. By enabling this capability, supervisors can monitor how skills are distributed across agents, identify overloaded or underutilized skills, and make informed staffing or training decisions.
Prerequisite
Skill Monitoring is enabled for your Supervisor Console persona app.
Access Skill Monitoring
Click the New Page (+) icon to open Launchpad.
Open the Supervisor Console persona app.
In the left navigation, click Grouped Queues.
From the Record Manager dropdown, select Skill Monitoring. A list of work queues is displayed.
Expand a work queue that has skills assigned.
If skills are assigned, the associated skills (for example, English, Hindi) are shown.
If no skill is assigned, the system displays Not Assigned
For any skill, click the Monitor Skill icon to open the third pane.
The third pane displays all agents associated with that skill, along with key agent metrics such as their current status, activity state, and case count.
Supported Metrics
In the Skill Monitoring screen, supervisors can view the following standard metrics for each skill:
Metrics | Description |
Pending Count | Number of conversations or calls waiting in the queue that have not yet been assigned to an agent. |
In Progress Count | Number of conversations or calls currently being handled by agents. |
Average Wait Time (Per Conversation) | The average time customers wait before their conversation is picked up by an agent. |
Total Calls | Total number of calls received by the system during the reporting period. |
Total Calls Answered | Number of calls successfully answered by agents. |
Total Calls Abandoned | Number of calls where customers disconnected before being answered. |
% Abandoned Calls | Percentage of total calls that were abandoned, calculated as (Abandoned Calls ÷ Total Calls) × 100. |
Available Agents | Number of agents currently marked as available to take new calls or conversations. |
Logged In Agents | Number of agents logged into the system, regardless of their availability status. |