Question

Is there a real-time dashboard for employee statuses, who is handling a request, queue, and current workload?

Answer

Yes. The operational view of team performance is configured through request filters. You select the data you need: active employees and their statuses, ticket numbers and topics, SLA, queue sizes, and other metrics.

Filters can be flexibly configured for the team and personal views can be created for individual employees. Common filters and columns are configured in Settings → Manage Filters.

The view is updated in real time.

Details: List of requests and filter settings