Channel Load Monitoring

Supervisors can access the CX Analytics dashboard and reports to view comprehensive channel load information, as this detailed data is not displayed in standard status views.

What Supervisors should monitor:

• Current engagement count per channel type

• Remaining capacity before occupied status

• Channel-specific utilization patterns

• Occupied rule effectiveness and optimization opportunities

Analytical Best Practices:

Rather than simply counting "Ready" agents, supervisors should:

1. Understand the configured Occupied Rules for their teams

2. Monitor Engagement Capacity settings across different agent profiles

3. Analyze channel load distribution and patterns

4. Use comprehensive analytics to make staffing and routing decisions