Skill Group Monitoring Guide

——Module for supervisor and admin to monitor the current work status of the skill group

Role of Skill Group Monitoring

Skill group monitoring is a module for supervisor and admin to monitor the work status of the skill group, providing you with these capabilities: Users with this menu permission can view the current queuing status, calls, agent work status details and summary data of the skill group.

Main Functions of Skill Group Monitoring

• Current queuing data in the skill group
• Call data in skill group
• Work status date of agent in the skill group
• Details of queuing number

How to Use Skill Group Monitoring

● Query Skill Group Monitoring Data

1. You can filter monitoring data according to different skill groups
2. Support viewing the current queuing data, queuing call loss data, answering data after queuing, and work status data of the agents in the skill group (Figure 1).
3. Move the mouse to the "Details" icon on the right side of the title to view the indicator description (Figure 2).

Figure 1: Skill Group Monitoring List

Figure 2: Indicator Description

● View Detail Data of Queuing Number

Support viewing the information of number queuing in the skill group (Figure 3).

Figure 3: Queuing Number List