How to view department-level workload in the Agent Workspace

Monitor View provides an overview of the workload and availability on the different channels of all departments in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see your departments' workload, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. Select Departments at the top of the page.

Workload and availability are displayed on all channels for each department. Additionally, when you have multiple departments, the Summary row at the top of the list displays the total number of work items assigned to Operators and waiting in queue per channel. Data on the Departments tab refreshes every five minutes.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of selected departments only.

  1. In Monitor View, go to the Live Workload tab.
  2. Select Departments at the top of the page.
  3. In the top-right corner, click the department selector.
  4. Select one or more departments.

    The list is updated automatically.

    Note: The No departments option includes those Operators who are not members of any department. You cannot remove this item from the department selector.

How to interpret department workload

The Live Workload page provides a wealth of information for supervisors:

  • Department Name - Name of the department as created in the Admin Center. Also displays the number of Operators currently signed in to the Agent Workspace.
  • Agent Status - Under each channel, you see the number of Operators available per department. Operator status refreshes in real time.
  • Bot - The number of bot chats per department. You must have a Digital DX AI platform account to see this column.
  • Queue - The number of work items in queue per department. Also displays the longest waiting time per department.
  • Assigned - The number of work items assigned to Operators per department.
  • Link to live agents - When the department has at least one available Operator, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of available Operators.
  • Link to current work items - When the department has at least one active work item - whether queued, taken by an Operator, or the handled by the bot -, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of related work items.
  • Summary in the header - When you have multiple departments listed, the Summary row at the top lists the combined workload in all departments currently displayed. These numbers are automatically updated when you change the department filter.