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General Information About Metric Viewing

As a supervisor, you can view real-time metrics for the members of your team, for the services assigned to your team, and for individual skills within those services. These metrics will be displayed in the right pane of the Agent Desktop application when you are in the Supervising state.

Agent Desktop displays metrics for one team at a time. If you have more than one team under your supervision, you can select the desired team from the Active Communications List.

Real-time metrics are updated every few seconds.



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