Skill Monitoring App
Use granular skill tracking to spot and fix staffing gaps instantly


What is this App?
The Skill Monitoring App is a "Panel App" designed specifically for the Supervisor interface. Unlike full-page dashboards, this app sits in the Right Side Panel of the Ameyo interface, allowing Supervisors to monitor operations without leaving their main screen.
It displays two layers of data:
- Skill Summary: A high-level view of specific Skills (Campaigns/Queues) and the count of agents in various states (Ready, Break, On Call).
- Agent Details: A drill-down list showing the specific agents assigned to those skills, including their Name, Extension, current State, and Duration in that state.

Why Use This App?
Supervisors often need to monitor specific high-priority queues while performing other tasks. This app solves the need for:
- Granular Monitoring: Instead of a system-wide view, view data specific to the Skills you manage.
- Accessibility: It remains persistent in the side panel, allowing for quick checks on staffing levels.

Who is this App for?
This app is for Supervisor user role.

Impact & Key Benefits
- Real-Time Staffing Insight: Instantly see if a Skill is understaffed (e.g., too many agents on "Break" or "Not Ready").
- Agent State Tracking: Quickly identify agents who have been in a non-productive state (e.g., "On Break") for a long duration.

Prerequisites
Before installing, please ensure you meet the following requirements:
- Access to the Ameyo contact center system.
- App ManagerApp Manager: The Ameyo App Installer must be configured.
- User Role: IT Administrator (for installation) and Supervisor (for usage).

Summary
The Skill Monitoring App empowers Supervisors with a persistent side-panel widget for granular, real-time oversight of specific queues (Skills). By combining high-level availability counts with detailed agent status lists—including state duration—it allows Supervisors to instantly identify staffing gaps and monitor agent productivity without leaving their primary workflow.
