Set up monitoring

8x8 Contact Center supervisors can closely monitor the activity level of queues and agent groups they supervise in real-time. Your contact center administrator defines your supervisory assignments. You have the flexibility to opt in and out of these assigned queues, groups, and campaigns.

To set up queues and groups to monitor:

  1. Log in to 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions..
    Only supervisor accounts can access the monitoring features in 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace.
  2. From the Display Panel, click Monitoring .
    From the Control Panel, click Show dashboard , select a queue from the list, and click Monitor .
    From the Control Panel, click Menu > Monitoring.
  3. Note: Supervisors can open the Monitoring window in a separate pop-up window. Click from the top-right corner of the Monitoring window for the pop-up window to open. To pop the Monitoring window back in, click again.

  4. In the Monitoring window, click the Setup tab.
    The list of queues, groups, and campaigns you are allowed to monitor displays.
  5. Select the queues, groups, and campaigns you want to monitor, then click Save changes.