Teams Overview and Manager Mode
Review team and operator workload in Teams Overview and use the optional Manager Mode floor to spot work needing attention.
What it is
Teams Overview shows team totals and expandable operator rows within Service Overview. It brings availability, channel and workload information together. The optional Manager Mode offers a separate floor view of operators and is labelled BETA.
Who uses it and why
- Supervisors use the overview to compare workloads and identify operators or queues needing attention.
- Operators appointed as team leaders can use the team overview available to them. Ordinary Chat access alone does not provide this supervisor view.
Where to find it
Select Service Overview in the top toolbar, then Teams Overview. Team leaders can see the tab; a user with Manager also needs membership of a team.
The release also retains Manager Mode, marked BETA, with a separate toolbar button in setups that expose it. It requires Manager, team membership and an enabled website capability. Ask Powerfront to confirm its availability for your setup.
How it works
In Teams Overview, review the team totals, then select + show all to load and display individual members. Select less to collapse them again. The view refreshes while it is open and updates member information without requiring you to reopen every team.
Member rows can show Available, Unavailable, Winding Down, Limited or Offline, along with channel, hours available and online, active work and performance measures. Wind-down information can include its reason and duration. Channel-specific columns appear only where the corresponding capability is available.
Where assignment visibility is enabled, eligible operators in a broadcast channel can show their assignment queue position and time. This is the operator's place for receiving work, rather than a visitor's chat queue position.
In Manager Mode, choose a team under Settings › Teams. Under Views, choose Chats, Waiting, Activity, Last Chat, Service Level or Queue. Show Chats and Show Events control the corresponding floor notices.
With events enabled, the BETA view can flag available operators whose service level is below 50 per cent, whose last activity was over five minutes ago, or whose waiting message is over three minutes old. These notices have a cooldown to reduce repetition.
Configure it
Maintain membership and leadership in Settings › Teams. An administrator with Settings can manage operator roles under Settings › Account › Operators; Manager also has operator-management access subject to its permissions.
Ask Powerfront whether Manager Mode is available for your setup before planning to use the BETA floor view. Its Views and Options controls change the current view. The fixed alert thresholds described above are not the website's configurable service level targets.
Permissions
| Permission | Lets you |
|---|---|
| Manager | Access Teams Overview when a member of a team, and Manager Mode when enabled for the website. |
Limits and good to know
- Teams Overview and Manager Mode are separate views with different access conditions.
- Manager Mode replaces the visitor floor, hides the normal chat tray and switches to a team-focused view. Leave it before returning to ordinary floor work, then check your channel and availability.
- A view or edit icon does not grant additional permissions to manage an operator.
- Live figures describe the current view. Use historical reports for a retained performance review.
Depends on and works with
+2 more · this feature uses
- Service levels and response timersConfigured by
Configured service level targets determine the service level results shown in team monitoring.
- Operator productivity reportsRelated
Use productivity reports to review historical operator workload and wind-down time.
View all connections as a list
This feature uses
- TeamsConfigured by
Team membership and leadership determine which team views are available.
- Roles and permissionsConfigured by
Roles determine access to supervisor views and operator editing.
- Operator accountsEnhances
Permitted operator editing can be opened from team member rows.
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable the optional Manager Mode capability for the website.
- Service Overview dashboardRelated
Teams Overview opens within Service Overview, while Manager Mode is a separate BETA view.
- Operator availability statusEnhances
Operator availability, limits and channel state appear in the overview.
- Wind Down for operatorsEnhances
Member rows can display wind-down reasons and durations.
- Broadcast for acceptanceEnhances
Enabled assignment visibility can display eligible operators' broadcast queue positions.
- Service levels and response timersConfigured by
Configured service level targets determine the service level results shown in team monitoring.
- Operator productivity reportsRelated
Use productivity reports to review historical operator workload and wind-down time.
Used by
- Service Overview dashboardEnhances
Teams Overview provides expandable team and member workload detail.
FAQ and troubleshooting
Why can I not see Teams Overview?
Check your team leadership or Manager role and team membership. The tab is hidden when you do not meet its access conditions.
Why is there no Manager Mode button?
The retained BETA view is not available through every console setup. It also requires an enabled website capability, Manager and team membership. Ask Powerfront to confirm whether it is available for your setup.
Why are member rows missing?
Select + show all for the team. Rows are loaded and displayed when the team is expanded.
Can we change the five-minute inactivity warning?
No control for that threshold is provided in this BETA view. It is separate from the website's service level settings.