Monitor
1. Enter the Monitor page by selecting "Monitor":
2. Filter agents currently in a call by clicking 'In Call' excluding all others from the monitor list:
3. Filter agents on a break by clicking 'Break' excluding all other agents from the monitor list:
4. Filter agents in an available status by clicking 'Available' excluding all other agents from the monitor list:
5. Utilize the "Search" field to search for a specific extension/agent:
6. Filter queues/groups by clicking "Queues/Groups" and choose a specific one to monitor:
7. Select which statuses you'd like to monitor by clicking "Statuses":
8. Choose the Key Performance Indicators (KPIs) to monitor by clicking "Columns":
9. Listen to calls discreetly by clicking "Spy" without the agent or client being aware:
10. Communicate with your agent privately by clicking "Whisper" without the client understanding:
11. Create a conference call by clicking "Barge" to join the ongoing call:
12. Change an agent's status or force logout by clicking "Menu":
13. Navigate to the next page to monitor agents beyond the first page:
14. Switch to a general view of the Monitor page by clicking "Cubes View":
15. Activate the static dashboard in the 'cubes view' by clicking 'Static Dashboard':
16. Enter Fullscreen mode by clicking "Fullscreen":
17. Exit Fullscreen mode by clicking "Exit Full Screen" or pressing 'Esc' on your keyboard:
18. Return to the list view by clicking "List View":
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