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Selecting Monitoring Assignments

You can closely monitor the activity level of queues and agent groups you 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 select queues and groups to monitor:

  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 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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 Setup tab.

    The Agent Supervisor Console lists the queues and groups you are allowed to monitor.

    Figure 101: Agent Supervisor Console Monitoring page, Setup tab

  4. Select the queues and groups you want to monitor, then click Save Changes.

    The Agent Supervisor Console applies your settings.

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