Article #: 59

How To: filter Agent, Skill, and Role in Supervisor View

Similar questions: filter options in Supervisor View, edit Supervisor View, modify Supervisor View

Purpose: demonstrate how to filter Agent, Skill, and Role in Supervisor View, customize Supervisor View metrics

Steps

1. Web to Xima CCaaS with the URL that has been provided (i.e., example.xima.cloud)
2. At the login screen, enter Username and Password and hit Login
3. Along the left-hand side in the navigation pane, select Realtime (upward arrow icon)> Supervisor View

Agent

4. If you would like to look specifically at agent metrics, click the filter tool that is located in the upper right hand corner of the screen. Under Selection Mode, click the dropdown arrow and select Agent.
5. Click the pencil icon to select all the agents you want displayed and then click Apply.
6. Click Apply again. Now only your agents will be displayed.

Skill

7. If you would like to look specifically at skill metrics, click the filter tool that is located in the upper right hand corner of the screen. Under Selection Mode, click the dropdown arrow and select Skill.
8. Click the pencil icon to select all the skills you want displayed and then click Apply.
9. Click Apply again. Now only your skills will be displayed.

Role

10. If you would like to look specifically at role metrics, click the filter tool that is located in the upper right hand corner of the screen. Under Selection Mode, click the dropdown arrow and select Agent.
11. Click the pencil icon and then click over to the Roles tab. A role is when you select multiple agents based upon their role within the company.
12. Select a role and then click Apply.
13. Click Apply again. Now only your agents will be displayed.