Agent Monitoring

• Monitoring Overview
• Real-Time Agent Monitoring

Monitoring Overview

First, you will need to go to the Monitoring section located in the left-hand menu bar.

At first glance, you will find several sections, for example:

1. X (Extension):
   Represents the extension number of each agent.
2. Agent Name:
   Displays the name of the agent currently logged into the system.
3. Status:
   Indicates what the agent is currently doing, such as available, on break, in a manual call, or on an active call.
4. Last Time:
   Shows the amount of time the agent has been in their current status.
5. Profile:
   Displays the current profile assigned to the agent.
6. Portfolio:
   Shows the portfolio(s) assigned to each agent.
7. Rating:
   Displays the agent’s performance rating.
8. Waiting Calls:
   Lists the calls that are currently waiting to be answered.
9. Ringing Calls:
   Displays the calls that are currently ringing.
10. Live Calls:
    Shows the calls that are currently in progress.
11. Total Agents:
    Displays the number of agents who are on a call, on break, or available to take a new call.
12. Filter:
    Allows you to freeze the agent view to stop real-time updates, making it easier to review information. It also lets you apply specific filters to display only the data you need.

Real-Time Agent Monitoring

To access this section, you will need to click on the agent’s X (extension) in order to view their current information.

Here you will find several options:

• Listen:
  Allows you to listen to the conversation during the call.
• Whisper:
  Allows you to intervene, but you will only be able to speak to the agent (the customer will not hear you).
• Barge:
  Allows you to fully join the call between the agent and the customer.
• Force Out:
  Forces the agent to be logged out of the system, regardless of their current status (on a call, on pause, available, etc.).