Master Page

User Group Attributes

General Attributes

User group name: Name of the user group.
User group ID: The unique ID assigned to the user group, usually a number.

Chat Activity Attributes

Chat - Assigned and in progress: Number of chat activities assigned to the agents of the group and which are being worked on (Status: Assigned - In progress).
Chat - Assigned but not started: Number of chat activities assigned to the agents of the group, but on which work has not yet started (Status: Assigned - New).
Chat - Available agents: Number of agents logged in and available to handle chats.

Video Chat Activity Attributes

Video Chat - Assigned and in progress: Number of video chat activities assigned to the agents of the group and which are being worked on (Status: Assigned - In progress).
Video Chat - Assigned but not started: Number of video chat activities assigned to the agents of the group, but on which work has not yet started (Status: Assigned - New).
Video Chat - Available agents: Number of agents logged in and available to handle video chats.

Email Activity Attributes

Email - Assigned and in progress: Number of email activities assigned to the agents in the group and being worked on (status as assigned; substatus as in progress).
Email - Assigned but not started: Number of email activities assigned to the agents in the group, but on which work has not yet started (status as assigned; substatus as not started).
Email - Assigned but pending: Number of email activities assigned to the group, but on which work is pending (status as assigned; substatus as pending).
Email - Number of users available: Number of group members logged in and available to handle emails.

Viewing Data As Bar Charts

The monitor window shows the information in the form of tables and bar charts. The bar chart for user groups is available only when the Email - Number of users available attribute is selected while Creating Supervision Monitors.