The Service Overview Dashboard
Learn about the Service Overview home screen in the Oracle Live Experience Admin Console.
The Service Overview is the home screen of the Admin Console. It displays a selection of real-time data and metrics about your Live Experience tenancy on a single screen, including critical data regarding engagements; engagement queue statistics; and associate activity. If you haven't completed the initial configuration steps, the Service Overview displays Get Started tasks to help you set up your Live Experience tenancy.
The dashboard provides a metric overview of real-time activity for all your tenancy's applications. The data refreshes every 30 seconds but you can manually refresh the display by clicking the Refresh icon next to Last Update in the upper right side of the screen. See View Live Experience Reports for more detailed reporting data and information.
- The Engagements section gives you information about engagements. By keeping an eye on the number of engagements throughout the day, you can monitor the volume of interactions your associates are handling. The volume information can help you quickly react to spikes or drops in customer activity, and scale up or down as required.
- The Queue section gives you information about your customers. When your customers need to wait too long, they may abandon engagements. The Queue panel shows you critical team response data that can indicate resourcing bottlenecks or training issues.
- The Associate Activity section gives you information about your associates, helping you to determine whether you have enough associates to handle the current number of incoming engagements. This section tells you about the current number of associates online, associates who are on a call, and associates who are waiting for a call. You probably want to have a reasonable ratio of associates on call to associates available so that you're servicing your current customers efficiently, but also have some availability for engagement spikes.