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: 

 

 X (Extension): Represents the extension number of each agent. 

 Agent Name: Displays the name of the agent currently logged into the system. 

 Status: Indicates what the agent is currently doing, such as available, on break, in a manual call, or on an active call. 

 Last Time: Shows the amount of time the agent has been in their current status. 

 Profile: Displays the current profile assigned to the agent. 

 Portfolio: Shows the portfolio(s) assigned to each agent. 

 Rating: Displays the agent’s performance rating. 

 Waiting Calls: Lists the calls that are currently waiting to be answered. 

 Ringing Calls: Displays the calls that are currently ringing. 

 Live Calls: Shows the calls that are currently in progress. 

 Total Agents: Displays the number of agents who are on a call, on break, or available to take a new call. 

 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.