Who this is for. Everyone. Some sections are written for managers and are marked as such. See the Roles and Access.
The counters on Home describe the queue, not the agent’s quality. Each one counts tasks in a state, and two of them depend on a threshold you configure.
Figure 1. The five counters on Home, in the AP Helpdesk section, as a manager sees them on All Tasks. Analyst roles do not see Unassigned, so they see four.
What each number is actually telling you
For each counter, Reads as is the shorthand for the number and Actually means is what the counter measures.
Table 1. Counters and their real meaning
Number |
Reads as |
Actually means |
|---|---|---|
Open |
Backlog |
How much work is unresolved right now, including work that arrived a minute ago. |
At-Risk |
Approaching failure |
Tasks nearing the SLA age threshold you configured. Moving the threshold moves this number. |
Overdue |
Failure |
Tasks past that same threshold. A high figure can mean a short threshold rather than a slow team. |
Resolved Today |
Throughput |
Tasks cleared today only. It resets, so it is not a trend. |
Unassigned |
Nobody looking |
Tasks with no owner. Distribution settings, not agent behavior. |
At-Risk and Overdue are both computed against a threshold you chose. Before treating a spike as a problem, open the Task SLA step in the Agent Co-worker’s capability settings and confirm the At-Risk and Overdue values are the ones you expect.
Read them together
No single counter means much alone. The combinations are what carry information:
Table 2. Diagnostic combinations
Pattern |
Likely cause |
First thing to check |
|---|---|---|
Open high, Resolved Today high |
Busy but keeping up. |
Nothing. This is a healthy day. |
Open high, Resolved Today low |
The queue is outpacing the team. |
Staffing, or whether a rule stopped auto-resolving something. |
Overdue high as a share of Open |
Aged work is dominating what is left in the queue. |
Unassigned, and the distribution policy. |
Unassigned high |
Distribution is not placing work. |
Automatic Task and Document Distribution, not the agent. |
Everything at zero |
No traffic reaching the agent. |
The agent run state and the mailbox connection. |
What they will not tell you
None of these counters measures whether the agent’s answers were good. A day where every task was resolved quickly and half the replies were wrong looks identical to a good day. Quality is judged from the tasks themselves: the reasoning, the drafts, and the corrections people made. The dashboard does not show it.