Service Overview dashboard

What it is

Service Overview is the console workspace for monitoring workload, operator capacity and service levels. It combines live operational figures with selected-date performance, comparisons and graphs. The tabs you see depend on your role, team access and the capabilities enabled for the website.

Who uses it and why

• Supervisors with Manager use Performance and enabled workforce views to monitor queues, check coverage and investigate changes.
• Team leaders use Teams Overview for their teams.
• Operators with Developer can use enabled workforce views. This role does not grant Performance access.
• Administrators review account access and regional settings, and ask Powerfront to enable dashboards or change website service-level targets.

Where to find it

Select Service Overview in the top toolbar. Its main tabs can include Performance, WFM, Skills, Missed Opportunities and Teams Overview.

Within Performance, available tabs include Overall, Chat, Email, Social/Text, Voice, Ai Autonomous, Email Autopilot, Voice Autopilot and Operator QA. Each appears only when its access and feature conditions are met.

How it works

1. Select the tab that matches the work you want to review.
2. Choose the available date or period controls. Use comparison dates or periods where supported.
3. Narrow the view with channel, skill or platform filters where offered. Check the displayed website timezone before comparing dates.
4. Read the current figures alongside the interval rows and graph. Use Graph View Settings to choose the measures you want to compare. Supported grids also offer colour ranges or fewer visible columns.
5. Use fullscreen for more space, or an available export control to take a copy of the supported view.

WFM and Skills show queue pressure, operator availability and capacity alongside interval statistics. Measures vary by service and include queued and active work, waiting and handling time, and service-level results. In Skills, select the skills you want to review.

FTE Operators expresses equivalent operator capacity from active time over an interval. Total Available Operators counts distinct operators with active time during that interval. The two measures answer different questions.

For chat, WFM SL is the percentage of reactive chats assigned within the WFM target, calculated as hits divided by hits plus misses. Voice measures distinguish queueing, answering and call handling. Read their individual descriptions when reviewing a call dashboard.

Missed Opportunities compares capacity with estimated additional demand. Essential Columns, Offline Opportunities and Override Conversion Rate change the display or estimates. A conversion override does not record a real sale or change a completed conversation.

In Teams Overview, expand a team to see member workload rows. See the Teams Overview article for its detailed workload behaviour.

Live figures update as operator and conversation activity changes; date-based views show the selected period. The console remembers supported tab and graph choices. If a remembered tab is no longer available, it opens an eligible view.

Configure it

1. Ask Powerfront to enable the required reporting capabilities and Enable WFM Dashboard at Settings › General Settings › Admin. WFM defaults to Off. This enables WFM, Skills and Missed Opportunities for accounts with the required role.
2. Ask Powerfront to set Chat WFM Service Level Target (secs) and, when email is enabled, Email WFM Service Level Target (secs) for your service. Both default to zero seconds when unset. Powerfront can change these for you.
3. With Settings or Manager, review account roles at Settings › Account › Operators. Manager grants Performance access. Manager or Developer grants enabled workforce views. Teams Overview requires team leadership, or Manager with team membership. Reports alone does not grant WFM or Skills.
4. With Settings, review the website timezone and date format at Settings › General Settings › Regional Settings.

Choose graphs and display options inside Service Overview. Graph selections are saved as your operator preferences. Applied grid colour ranges are shared website settings, so coordinate those changes with others using the dashboard. Filters and graph choices do not change staffing schedules, routing or service-level targets.

Settings

Permissions

Limits and good to know

• Ordinary Chat access alone does not grant Service Overview. You need access to at least one of its views.
• Email, social, voice and AI tabs depend on the corresponding enabled capability.
• Comparison controls are not available in every view. Operator QA does not provide a comparison-period view here.
• Export to Excel downloads supported WFM and Missed Opportunities grids as CSV. Export to PDF is a separate action. Export availability varies by view.
• Queued, active, assigned and handled work describe different states. Adding them together can count the same work more than once.
• Current open work is not equivalent to completed work in a historical report. Live monitoring and historical reports can also use different filters and exclusions.
• Service levels measure different events. Chat assignment targets and call answering targets are not interchangeable.
• Current figures can move during an interval as work arrives, operators change availability and conversations finish. Use historical reports or availability history to investigate past activity in more detail.

Depends on and works with

FAQ and troubleshooting

Why is Service Overview or WFM missing?

The toolbar entry appears when you can access at least one view. WFM, Skills and Missed Opportunities need Powerfront-enabled reporting and WFM capabilities, plus Manager or Developer. You may still see Service Overview through Performance or Teams Overview access. Ask Powerfront to check dashboard enablement if your account has the required role.

Why can I see Teams Overview but not Performance?

Team leadership can provide Teams Overview access. Performance requires Manager. Managers also need team membership to use Teams Overview.

Why are Email or Voice tabs missing?

The corresponding capability must be enabled for the website. Ask Powerfront to check the website setup if you expect those channels.

Why is FTE lower than Total Available Operators?

FTE Operators reflects active operator time over the interval. An operator active for only part of it contributes less than one full equivalent, while still counting as one operator in Total Available Operators.

Can I change the service-level target here?

Ask Powerfront to change the website target. Selecting a graph measure or date does not change it.

Which view should I use to investigate yesterday's coverage?

Select the relevant dashboard date. Use productivity reports or availability history when you need more detail about operator activity and routing states.

Why does a date comparison look different from a report?

Check the website timezone, selected periods, channel and platform filters, and the definitions and exclusions of the measures being compared. Compare the same measures over the same periods.

Why did Export to Excel produce CSV?

That control exports supported dashboard grids as CSV, which spreadsheet applications can open. Use Export to PDF for the separate PDF action where available.