About the Digital Engagement Channels Service Supervisor Dashboard Console

The Engage Supervisor dashboard gives supervisors insights into the performance of queues and agents. The console offers real-time visibility into key performance metrics, such as average handling time, queue wait times, and agent productivity.

Supervisors can use it to monitor the status and efficiency of multiple queues immediately, allowing them to identify bottlenecks, allocate resources effectively, and ensure best customer service.

The dashboard also features detailed agent performance tracking, enabling supervisors to assess individual agent productivity, identify top performers, and pinpoint areas for improvement.

Note: Supervisor dashboard users must be provisioned with one of the Engagement Channel roles.

For more information, see the Enable Supervisor Dashboard playbook on Oracle Help Center.