Real-time management is an important part of any customer support team's day. By having a birds-eye view of where your team are deployed, you're able to make decisions faster when reacting to unexpected changes in demand.
Where is the real-time dashboard?
You can access the real-time dashboard from the reporting tab in your account. Note: this feature is only available for managers, not surfers.
What does the real-time dashboard show?
Surfboard's real-time dashboard displays the distribution of your team. You're able to see how many surfers are on shift right now, as well as the staffing on individual activities.
Activities are ordered in the most to least staffed and are split into three columns:
Service: any activity that's linked to a ticket group. Read more
Non-service: any activity that isn't linked to a ticket group.
Other: breaks (all break types are bucketed into one 'break' group), synced events and unscheduled time.
This uses data from your schedule and updates every minute, giving you a clear picture of where your team are, without the need to scroll through a long schedule.
🌟 We're working to sync ticket data in real-time to bring your more real-time management tools such as live time-on-task and queue status. Keep an eye out for more updates coming soon.
How do I know if staffing will change?
If the staffing level on an activity is going to change in the next 30mins then a small tag will appear on the activity card.
This shows the amount that will change by. In this example, 2 additional surfers are going to start working on Live chat and 3 surfers are going to stop working on Tickets in the next 30mins.
Can I filter by team?
You can choose to filter the surfer distribution module by one or multiple teams. Simply use the filter team dropdown in the top right.
By default, the page will show data on every team and surfer in your company's Surfboard account.
How can I make changes in real-time?
If you would like to edit schedules to cover unexpected peaks or lulls, you can do that directly from your real-time dashboard.
Click the 'move surfers' button in the top-right corner of your screen to open the find and replace modal. From there you can easily direct surfers from lower-priority activities, such as an offline task, to channels which need them, like phones.
You can also click the 'check schedule' button to bring up a preview of your schedule in a modal, letting you check it without leaving the page!
Select the activities you want to move surfers from
Select the activity you want to move them to
Select the time period you want to make this change in. (The start time will pre-fill to the current time when you open the modal)
Finally, you can choose to filter which surfer's schedules you'd like to change.
Click replace and Surfboard will look for surfers matching these requirements. If they match, their schedules will be updated for you and you'll be prompted to publish the schedule. If you hit 'publish now' then all the affected surfers schedules will update.
💡 Surfers using the Surfboard Slack App are sent live-notifications whenever their schedule is updated mid-shift. Find out more.