This document instructs agent team leaders in monitoring agents, queues, and service levels in the Online Monitoring application and describes reports available in the reporting applications.

We have blocked the access to the Online Monitoring user interface for security reasons. If you still need to use this application, create a service request for it. Note that Dashboard already covers almost all functions of Online Monitoring.

The reporting application contains a data warehouse. The actual reporting is carried out using SAP BusinessObjects (BO). Reporting offers ready-made reports on agents, contacts, contact volumes, scripts, and outbound campaigns.