As an authorized supervisor, you can track agent status in real time, for the last 30 minutes, or from the beginning of the day. Moreover, you can barge into active calls between agents and customers (Agent Whisper), or eavesdrop on a conversation between an agent and a customer (Automatic Monitoring). TheManagement tab in the Monitoring window provides the following options for monitoring:
The following table summarizes the data available for monitoring agents in real time:
|Time Zone||Select from available time zones when monitoring queues and agents as a supervisor. The Time Zone appears under From beginning of day only.|
|Agent||Lists all the agents monitored by you.|
|Current Status||Current status of agents.|
|Status Code||Status code indicating the reason for current status.
For example: Working offline to wrap up case work.
Available if your contact center subscribes to status codes.
|Time on Status||The duration in the current status.|
|Phone Line 1||Shows if an agent is on the live call on Phone line 1.|
|Phone Line 2||Shows if an agent is on the live call on Phone line 1.|
|Active Queues||Number of queues an agent is active.|
|Last Login||The time at which an agent logged in. Shown in tenant time zone.|
|Total Time Login||Total duration of login since the beginning of the day by tenant time zone.|
|Total Time Transaction||Total time spent on handling interactions.|
|Maximum Concurrent Chats||Shows the maximum concurrent chats allowed for an agent.|
|Active Customer Chats||Shows the number of active chats for an agent.|
To monitor agents:
Note: Supervisors can open the Monitoring window in a separate pop-up window. Click on top-right corner of the Supervisor Console Monitoring window for the pop-up window to open. To go back to the Monitoring window inside Supervisor Console, click again.
-The monitoring data is updated even when the supervisor status is Break.
-The last monitoring configuration before the supervisor logs out is saved and presented when they log back in.
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