Online Monitoring

This section instructs in setting up Online Monitoring, which is an application for near-realtime monitoring.

As Online Monitoring is a legacy user interface running on Microsoft Internet Explorer / Microsoft Edge in the IE mode, we recommend to start using Dashboard which runs on modern browsers. However, Sinch has no plans to end supporting Online Monitoring. You will be informed beforehand if the situation changes. Note that:

Microsoft has announced Internet Explorer End of Life at June 15, 2022.
Support for IE mode on Microsoft Edge is promised at least until the end of 2029 (https://docs.microsoft.com/en-us/lifecycle/faq/internet-explorer-microsoft-edge).

For announcements from Sinch Contact Pro, see the Community page (https://community.sinch.com/t5/Contact-Pro/bd-p/Contact_Center).

Prerequisite Software

Microsoft Windows 10 or 11 operating system and Internet Explorer mode in MS Edge.

Enabling Online Monitoring

In System Configurator, define for the user appropriate access rights for example for certain queues. We recommend defining rights using appropriate roles and groups.
- Statistics Summary: This option means that a user can see aggregated summary statistics for agents and queues, such as how many calls agents are handled today, or how many calls has arrived to queue today.
- Statistics Detail: This option means that a user can see detailed statistics for agents and queues, such as the Contact View. Summary rights are included in these rights.
Adjust the following IE Settings:
- Add URL of the Monitoring application to Sites list of Trusted or Local Intranet sites and modify corresponding zone’s Custom settings:
- Initialize and script ActiveX controls not marked as safe for scripting: Enable
- Use Pop-up Blocker: Disable