Supervisor Dashboard for Queue & Agent Performance

Supervisor dashboard provides near real time metrics and visualizations that allow supervisors to monitor the quality of chat and SR service, diagnose operational issues and identify solutions. The summary dashboard provides high-level service KPIs and recent trends, with detail pages to monitor agent status and behavior, queue performance, and currently active chat and messaging engagements.

Supervisors can quickly identify and resolve chat and SR service issues leading to a better customer experience and more effective use of resources.

Steps to Enable

Digital Engagement Channels must be enabled to use this feature. See the Enable Digital Engagement Channels section of the Supervisor Dashboard Enablement playbook for information on how to opt in.

To view the Supervisor Dashboard card on the Service Center springboard, use Service Center to associate one of the following roles to the user:

• Engagement Channel Application Administrator
• Engagement Channel Supervisor

The following steps must also be completed in IDCS:

1. Navigate to your Engage instance within the Oracle Cloud Services Identity Domain.
2. Select Application roles from the Resources list.
3. Associate the Engagement Service Administrator group with the Oracle Engagement Service Administrator application role.
4. Associate the Engagement Channel Supervisor group to the Oracle Engagement Service Supervisor application role.

Before supervisors can use the dashboard, a user with the Engagement Channel Application Administrator role must open the dashboard and complete the onboarding flow.

Tips And Considerations

Prerequisites:

• Digital Engagement Channels must be enabled
• Chat and Omnichannel must be enabled for chat metrics

Key Resources

• To enable prerequisites see the Enable Chat and Enable Omnichannel chapters in the Implementing B2B Service guide.
• To enable Engage, see the Enable Digital Engagement Channels section of the Supervisor Dashboard Enablement playbook
• To assign roles see the "Roles" section in the Security Reference guide.

Access Requirements

One of the following roles is required to access the dashboard:

• Engagement Channel Application Administrator
• Engagement Channel Supervisor

To assign roles see the "Roles" section in the Security Reference guide.

IDCS access is also required for enablement.