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Monitoring Agents, Queues, Groups

AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Supervisors can use the 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. Console Monitoring tab to review and actively monitor agents, queues, groups, and campaigns.

Real-time monitoring and reporting provides critical contact center metrics and gives supervisors an ability to manage their call center agent teams effectively. Authorized supervisors can monitor live agent and customer interactions by barging in.

Authorized supervisors are able to see in real-time the status of their contact center through a web browser; Service Levels vs Goal, the number of calls in progress, the number waiting, the longest waiting interaction per queue/skill, real-time agent status graphs indicating the percentage of time in various states (e.g. on call, waiting, wrap up, on break, etc.) and more.

Supervisors have authority to monitor only a given group of agents and queues.



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