(non footy thread)- Calling all contact centre supervisors and managers..help needed

I am currently working on a project and I am doing a 'straw poll'....
When it comes to Real Time MIS information needed to manage your Contact Centre or Team -If you could only have 8 metrics each for the following objects what would be your 'must have' ie those you find most useful..
Route points.... (name up to 8)
Queues....(name up to 8)
Agents (agents, agent groups, skillsets etc.)....(name up to 8)
(Ignore current agent status as its a 'must have' and not one of the eight)

Your help would be gratefully appreciated(respect)

 

Where you work mate?

 

Boltonred...

...That would be telling but I am actually doing some technical design for real time reporting for a major national organisation but rather than be told by senior managers what they think they need I want to get something from the the people at the sharp end who actually use the bloody stuff - novel approach I know!! . I know what I want to see in there but would like the opinions of people who use it every day. I've seen lots of views and metrics over the past few years and cannot say I have been impressed with any of them.