About Dashboard Monitors - GoToAssist Corporate

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About Dashboard Monitors

The Dashboard monitors feature enables you to temporarily observe the real-time status of incoming queries posted by customers, as well as the status of representatives who are logged in to HelpAlert, by creating dashboard monitors. Dashboard monitors are accessible via the Management Center for all account- and team-level managers.

Note: Dashboards automatically time out after 12 hours.

There are 5 available dashboard monitors, as follows:

  • Representatives – The Representatives monitor displays representatives who are logged in to HelpAlert. Use this monitor to ensure scheduled representatives are logged in to support customers. It may also be used to log out representatives who are not in session. See Representatives Monitor for more information.
  • Active Queries – The Active Queries monitor displays all active customer queries in the order they were received. Use this monitor to survey the status of all incoming customer postings to ensure that your representatives are responding within established service goals. See Active Queries Monitor for more information.
  • Postings in the Queue – The Postings in the Queue monitor displays all queries in the queue, as well as those still connecting to the queue. Use the Postings in the Queue Monitor to see how many postings are queued, how long they have been queued and how many customers are entering the queue. See Postings in the Queue Monitor for more information.
  • Queue Mode Portal Overview – The Queue Mode Portal Overview Monitor displays a summary of activity for Queue Mode portals. Use this monitor to quickly ascertain the status of representatives, queries and sessions in the support queue. It may also be used to generate Snapshot Summary reports or view the Representatives and Active Queries monitors for a specific portal. The monitor refreshes every 30 seconds. See Queue Mode Portal Overview Monitor for more information.
  • Managers – The account-level company manager has access to the Managers monitor, which displays all managers logged in to HelpAlert. Use this monitor to ensure that managers are actively overseeing the support queue. It may also be used to disconnect managers from HelpAlert. See Managers Monitor for more information.

Add a dashboard monitor

1. In the left-navigation, click Dashboard.

2. Select a monitor to add to the dashboard from the Add a Monitor drop-down menu.

3. Configure the monitor, as follows:

  • Select the desired refresh rate (e.g., "10 seconds," "1 minute") for the monitor from the drop-down menu.
  • If applicable, select a specific portal from the drop-down menu.
  • If applicable, select a specific team from the drop-down menu.
  • Click the links in the Query column to view query details.
  • Adjust the monitor position using the available tools.

4. The dashboard will continue to monitor the queries, representatives or queue as configured after you log out of the Management Center.

Remove a dashboard monitor

1. In the left-navigation, click Dashboard.

2. Click the Close icon to remove the dashboard monitor.