NEXT Web - Supervisor - Summary
Overview
This article explains the Summary tab in the Supervisor View. It is intended for Supervisors and covers the Summary widgets, Inbox Summary, In Queue Summary, Live Engagements summary, and User Activity summary.
Before You Begin
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You must be signed in to NEXT with a Supervisor-level account.
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The Supervisor View is only accessible to users with Supervisor level access.
Accessing the Supervisor View
To access the Supervisor View, complete the following steps:
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Sign in to NEXT.
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In the left navigation bar, click More.
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Click Supervisor.
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The Supervisor View opens directly on the Summary tab. Use the tabs along the top to navigate to other areas.
The Summary Tab
The Summary tab gives a high-level overview of all shared inboxes you manage as a Supervisor. The metrics and percentages displayed reflect the combined totals and averages across all of your shared inboxes at the current moment in time.
Summary Widgets
The Summary widgets display real-time, high-level metrics across all shared inboxes you supervise.
| Metric | Description |
| Total in queue | The total number of tickets currently waiting across all of your shared inboxes' queues. These are active customers waiting for an agent to accept their ticket. |
| Total abandons | The total number of interactions — calls, SMS, live chats, emails, social media messages, etc. — that customers ended before being helped by an agent, across all of your shared inboxes. |
| Total abandons % | The percentage of customers who left the queue before receiving help from an agent, across all of your shared inboxes. |
| Total service level % | The percentage showing how well agents are responding to incoming tickets within the SLA time set by your organization's administrator. A higher percentage indicates agents are meeting SLA targets. |
| Total longest wait time | The longest time any single customer has waited across all of your shared inboxes' queues before their ticket was accepted. |
| Total average wait time | The average time customers wait across all of your shared inboxes' queues before their ticket is accepted by an agent. |
NOTE: Service level targets are set by an administrator in NEXT. Contact your administrator if you need to adjust SLA settings.
Inbox Summary
The Inbox Summary displays a quick overview of each shared inbox you supervise, showing how agents are handling incoming tickets in real time.
| Column | Description |
| Inbox | The name of the shared inbox. |
| In queue | The number of tickets currently waiting in that inbox's queue for an agent to accept. |
| Longest waiting | The longest time any single customer has been waiting in that inbox's queue. |
| Total avg wait time | The average time customers wait in that inbox's queue before being accepted by an agent. |
| Abandon % | The percentage of customers who left the queue before being helped by an agent in that inbox. |
| Service level % | The percentage showing how closely agents in that inbox are meeting the SLA response time set by your administrator. |
NOTE: Use the filters in the corner of this section to narrow your view to specific inboxes or channels.
In Queue Summary
The In Queue Summary displays the names of customers currently waiting across all of your shared inbox queues, sorted by longest wait time at the top.
Both saved contacts and unknown customers are visible. Click Show details to go directly to the Inbox details tab.
Live Engagements Summary
The Live Engagements summary displays a quick view of which agents are currently active with customers.
| Column | Description |
| User | The agent currently interacting with a customer. |
| Contact | The customer the agent is currently interacting with. |
| Channel | The communication method being used — SMS, email, live chat, phone call, or social media message. |
| Duration | How long the current ticket has been open. |
| Sentiment | An indicator of whether the customer interaction is going positively or negatively. |
NOTE: Click Sort: Longest duration to sort the Live Engagements summary by longest duration, channels and inboxes. Click Show details to go directly to the Live Engagements tab.
Sorting the Live Engagements Summary
The following columns can be sorted using the arrow icon next to the column name:
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User
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Contact
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Channel
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Duration
Clicking any arrow next to a column name, changes the sort to Sort: custom to indicate the default sort has been overridden.
User Activity Summary
The User Activity summary displays a quick view of each agent's current status.
| Column | Description |
| User | The agent's name. |
| Status | The agent's current status — for example, available, on break, or at lunch. |
| Duration | How long the agent has been in their current status. |
| % Available | The percentage of the current day or shift the agent has been available to accept incoming tickets. |
NOTE: You can sort by longest duration and lowest availability. Click Show details to go directly to the User Activity tab.
EXAMPLE: If an agent has been on break for 45 minutes, their Status shows Break and Duration shows 45 minutes.
Sorting the User Activity Summary
Each column has an arrow icon that allows you to sort by that column. Clicking any arrow changes the sort to Sort: custom to indicate the default sort has been overridden.