Real-Time Monitoring
Supervisors can now access the monitoring tool not only from the main menu in 8x8 Agent Console, but also from an easy-to-access Monitoring tab next to Customers, Tasks, and Cases tab. Monitoring allows supervisors to review and actively monitor agents, queues, groups, and campaigns.
To access Monitoring tab:
- Log in to 8x8 Agent Console.
- If configured by your administrator, the Monitoring tab appears along with other Local CRM tabs.
You can also access the Monitoring tool via the main menu.
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As an administrator, you can enable the Monitoring tab for supervisors. You must log into 8x8 Configuration Manager and enable this option for each supervisor individually.
To enable the Monitoring tab:
- Log in to 8x8 Configuration Manager.
- Go to Agents.
- Find the desired agent and click Edit.
- Open CRM & Tab permissions.
- Select the Monitoring check box.
- Click Save.
The next time the supervisor logs in to 8x8 Agent Console, they see the Monitoring tab.Note: By default, the Monitoring tab is added as the last tab in 8x8 Agent Console. You can change the order of display by dragging and dropping it in a new location.
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You can change the order of tabs in 8x8 Agent Console as you prefer, to optimize efficiency and convenience.
To change the order of tabs:
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- The monitoring data is updated even when the supervisor is on Break status.
- The last monitoring configuration before the supervisor logs out is saved, and is presented when they log back in.