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Real-Time Monitoring

Supervisors can now access the monitoring tool not only from the main menu in Agent Console, but also from an easy-to-access Monitoring tab next to Customers, Tasks, and Cases tab. Monitoring allows supervisors to review and actively monitor agents, queues, groups, and campaigns.

To access Monitoring tab:

  1. Log in to Agent Console.
  2. If configured by your administrator, the Monitoring tab appears along with other Local CRM tabs. 
    You can also access the Monitoring tool via the main menu.

 

 


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