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How to Monitor Performance Data According to a Label

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LogMeIn Rescue Command Center

Monitoring according to labels is only available if labels have been added and assigned.

  1. In the Command Center, select a label from the Label List or from the drop-down menu.

    Data related to the selected label is displayed in two sections: Overview and Table.
    Remember: Master Account Holders and Master Administrators can access data from their whole Organization Tree. Administrators can only access data concerning the Technician Group they are assigned to.
    Tip: Don't see the data you expected? You can set the starting time of the data collection period.
    Caution:
    The browser Back button quits the Command Center. To navigate to previous levels in the hierarchy, use the breadcrumb.
  2. Review data in the Overview section:

    This is aggregated data about the selected Label as a collective entity of all the elements assigned to it.

    • Status (Technicians)
    • Capacity (Total, Available, Used)
    • Missed session count
    • Closed session count
    • Running session count
    • Waiting session count
    • Incoming session count
    • Outgoing session count
    • Wait time average
    • Wait time max
    • Handling time average
    • Handling time max

    Tip: For definitions, see Command Center Terms and Definitions.
  3. Review data under Table:

    Data is for all Technician Groups and all Channels assigned to the selected Label.

    • Under the Channels tab, data pertain to Channel(s) assigned to the selected Label.
    • Under the Technician Groups tab, data pertain to the Technician Group(s) assigned to the selected Label.
    • Under theSessions tab, you can view data for individual sessions handled by technicians belonging to Technician Groups and Channels assigned to the selected Label.
      • Technician
      • Wait time
      • First chat time
      • Handling time
      • Wrap time
      • Session status
      • Custom column (as defined under Settings)
      • Channel
      • Session ID
      • Chat monitor

    Tip: For definitions, see Command Center Terms and Definitions.
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