Monitoring Overview

DefineFirst, you will need to go to the scopeMonitoring andsection purposelocated in the left-hand menu bar.

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

1. X (Extension):
   Represents the extension number of monitoring:
   each
   agent.
   • TrackAgent Name:
     Displays the name of the agent availabilitycurrently andlogged 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.
   • Ensure

compliance with campaigns and call handling rules

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