Getting Started
IN THIS CHAPTER
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Articles
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Agents
Monitor agent performance and availability. Track resolutions, ratings, and time in status to improve staffing and service.
Cases
See how cases are handled over time. Review created, attended, resolved, SLA, wait and response times by project, queue, or channel.
Overview
Snapshot of MAUs, account usage, and top channels. Spot trends and act early if limits approach to keep operations on track.