You can view alerts for each agent and channel queue that you supervise, if the service level or item-handling time drops below a defined threshold, for example, if an agent misses a number of consecutive calls or the availability for a queue falls below a defined threshold.
Company supervisors must have the appropriate Supervisor Portal privilege to view alerts for agents and/or channel queues.
To view alerts, do one of the following:
- On the home page, click View Supervisor Portal
- On the menu bar, click Data > Live Data.
Any live alerts are displayed in an Alerts area. The time and date of the event that generated the alert, the agent/queue involved, and a brief description of the event are shown.