# Service Overview dashboard

Monitor workload, operator capacity and service levels alongside selected-date performance, comparisons and graphs.

*Release 3.3 · operator, supervisor*

**Service Overview › WFM** · **Service Overview › Skills** · **Service Overview › Teams Overview** · **Settings › General Settings › Admin** · **Settings › Account › Operators** · **Settings › General Settings › Regional Settings**

## 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

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable WFM Dashboard | Settings › General Settings › Admin | website | Off | Powerfront, on request | Makes the WFM, Skills and Missed Opportunities tabs available when reporting is configured and the account has access. |
| Chat WFM Service Level Target (secs) | Settings › General Settings › Admin | website | 0 seconds | Powerfront, on request | Sets the target used to measure how quickly reactive chats are assigned to operators. |
| Email WFM Service Level Target (secs) | Settings › General Settings › Admin | website | 0 seconds | Powerfront, on request | Sets the email WFM service-level target when email is enabled. |

### Permissions

| Permission | Lets you |
|---|---|
| Manager | Open Performance and, when reporting and WFM are enabled, WFM, Skills and Missed Opportunities; view Teams Overview when associated with a team. |
| Developer | Open WFM, Skills and Missed Opportunities when reporting and WFM are enabled; does not grant Performance access. |

## 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

### This feature uses

- **Configured in** [Website and regional settings](ADM-004.md): Website timezone and date format affect date-based dashboard presentation.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Powerfront enables the required reporting and WFM capabilities and sets website service-level targets.
- **Configured in** [Roles and permissions](ADM-008.md): Account roles determine which Service Overview tabs are available.
- **Configured in** [Teams](ADM-013.md): Team membership and team leadership affect Teams Overview access and scope.
- **Configured in** [Skillsets and skills-based routing](CHAT-007.md): Skill definitions determine the groups available in the Skills dashboard.
- **Configured in** [Service levels and response timers](CHAT-029.md): Service-level targets give response and assignment measures their thresholds.
- **Works better with** [Chat queue](CHAT-005.md): Queued chats supply queue counts and waiting-time measures.
- **Works better with** [Operator availability status](CON-002.md): Operator availability and capacity supply live staffing measures.
- **Works better with** [Teams Overview and Manager Mode](CON-022.md): Teams Overview provides expandable team and member workload detail.
- **Works better with** [Missed opportunity estimates and reports](REP-014.md): Missed Opportunities compares observed capacity with estimated additional demand, staffing and opportunity estimates.
- **Works better with** [Service Overview performance comparisons](REP-015.md): Performance provides historical channel and period comparisons in Service Overview.
- **Works better with** [Report downloads and email sharing](REP-019.md): WFM and Missed Opportunities have dashboard-specific exports.
- **Works better with** [Autonomous AI performance reports](REP-024.md): Enabled AI performance views add autonomous and Autopilot measures.
- **Works better with** [Operator QA and coaching dashboard](REP-031.md): Enabled Operator QA provides the quality-review dashboard.
- **Related** [Reports data and metric definitions](REP-002.md): Check metric definitions, exclusions and freshness when comparing dashboard figures with reports.
- **Related** [Operator productivity reports](REP-004.md): Productivity reports help investigate staffing and handling patterns after an interval.
- **Related** [Availability Log for routing investigations](REP-023.md): Availability Log helps investigate earlier operator and routing states beyond the live dashboard.

### Used by

- **Required by** [Service Overview performance comparisons](REP-015.md): Provides the Service Overview workspace and dashboard navigation.
- **Required by** [Operator QA and coaching dashboard](REP-031.md): Service Overview provides access to the Operator QA dashboard and its shared filters.
- **Configures** [Missed opportunity estimates and reports](REP-014.md): Service Overview provides the dashboard, whose offline-opportunity and conversion-rate controls change the estimates; compare them with workforce monitoring.
- **Related** [Teams Overview and Manager Mode](CON-022.md): Teams Overview opens within Service Overview, while Manager Mode is a separate BETA view.
- **Related** [Monitor mode](CON-025.md): WFM and Skills offer interactive workload views alongside the rotating monitor display.
- **Related** [Ticket reports](REP-011.md): Live workforce monitoring shows current ticket backlog for comparison with historical results.

## 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.