Monitor

This article will provide you more information about the Monitor section and functionality:

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":

19. To view an extensions/agents individual statistics click on their extension or name:

20. From here you can view the individual statistics for the agent:

21. From here you can view first and last call, the first, last login and last logout as well as the last pause for the agent:

22. Here you can view their average talk time and their total calls:

23. From the Time allocation section you can view how much time the agent has spent in each of the respective statuses, such as Available, Incoming, Offline etc:

24. You can also download/export this information by clicking on the download icon:

25. By moving the sliders on the time line you can zoom on a particular time:

26. You can also filter out specific statuses to be displayed in the chart by clicking on them:

27. In the table you can see a list of their calls:

28. By clicking on the "ANSWERED" button you can filter to show only calls with the Answered status:

29. You can also export this information by clicking on the "EXPORT CSV" button:

30. You can also use the search field and search by a number directly:

31. As well as filter for a specific date:

32. You can also select which columns are shown in the table by clicking on the "SELECT COLUMNS" button:

33. Lastly you can also listen or download to the recording of the call by clicking each of the respective icons on the right of each call under the Recording column: