Customization of Supervisor Metric Views

Supervisors can customize metric views to display the real-time data most relevant to their teams, agents, and services. In Agent Desktop 2.0, metric customization includes grouped metrics, improved saved view options, updated default layouts, and an updated list layout for improved readability and organization.

For an overview of the Supervisor workspace and available monitoring tools, see User Interface Overview.

Best Practices

• Display only frequently used metrics.
• Save separate views for Teams and Services.
• Use compact views for daily monitoring.
• Use full views when more detail is needed.

Customize Displayed Metrics

Customize metrics for the teams, services, or agents sections

To customize which metrics are shown:

1. Select the Supervisor tab from the left-hand sidebar.
2. In the section that you want to customize (Teams, Services, or Agents), click the Manage Columns icon in the upper-right corner.
3. In the Manage Columns dialog:
   • Enable or disable metric grouping using the Toggle grouping switch.
   • Select or clear metrics using the checkboxes.
   • Use the search field to find specific metrics.
   • Drag and reorder metrics in the Order Metrics list.
4. Click Save to apply your changes.

Choose which columns are shown in the workspace

When grouping is enabled, metrics are organized into collapsible groups, similar to the Campaign Operator workspace. Grouping allows shorter metric names while keeping related metrics together. You can expand or collapse metric groups to show or hide related metrics.

You can also reorder entire groups or individual metrics within groups using drag-and-drop controls.

Each of the Teams, Services, and Agents views provides a different set of available metrics and metric groups.

Personal Views

Menu options for saving and loading personal metric views

Supervisors can save personal list views for later use.

Click the three dot menu in the upper right-hand corner of your desired section (Teams, Services or Agents) and select from the following options:

• Restore Default View
• Set View as Default System-wide
• Save View as
• Load View

Depending on permissions, views may be shared, made public, or set as the default (including system-wide defaults). Multiple personal views may be created for different operational needs.