What tabs are included in the Omni-Channel supervisor view?

The Omni-Channel supervisor view is designed to provide supervisors with critical insights into their team's workload, performance, and the overall efficiency of the service operation. The inclusion of tabs such as Agents, Queues Backlog, Assigned Work, and Skills Backlog allows supervisors to monitor various facets of the service process effectively.

The Agents tab offers an overview of the performance and availability of service agents, helping supervisors understand who is available to take on new work items. The Queues Backlog tab presents the current volume of work waiting to be addressed, giving supervisors insight into workload distribution and potential bottlenecks. The Assigned Work tab shows which work items are currently allocated to agents, allowing for resource management and the assessment of individual workloads. Lastly, the Skills Backlog tab provides information on the skills required for pending cases and whether there are enough qualified agents to handle the workload, enabling supervisors to strategize training and resource allocation.

The other options contain tabs that do not accurately represent the Omni-Channel supervisor view, such as tabs focused on case history or metrics that might not be pertinent to the immediate supervisory functions of managing agents and workloads within the Omni-Channel framework.