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Monitoring Agents

As an authorized supervisor, you can track agents status in real time, for the last 30 minutes, or from the beginning of the day.The AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Management tab in the Monitoring window provides options to monitor an agent:

The following table summarizes the data available for monitoring agents real time:

Agent Management Description

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.

To monitor agents:

  1. Log in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. as a supervisor.

    Only Agent SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. accounts can access the Agent Supervisor Console monitoring features.

  2. From the Control Panel menu, click Monitoring. The Monitoring window opens.

  3. Click the Agent Management tab.

    The Agent Supervisor Console lists the groups you selected in the Setup tab.

    Figure 105: Agent Monitoring Window

  4. To begin monitoring, click Monitor link in the header area.

    For agents on live calls, the monitor icon gets enabled under the Action column.

  5. Select an agent you wish to monitor and click Monitor icon under the action column.

    Figure 106: Monitoring agents

    OR click agent's name to view the monitoring controls. Click Start Monitoring.

    Your supervisor phone rings.

  6. Accept the call to listen to begin monitoring the call.
  7. Perform one of the following tasks:

    To participate in the call, click Join Call. End the call when done.

    Figure 107: Live Monitoring window

    See Also

 


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