Online Monitoring

Prerequisites

• Microsoft Windows 10 operating system; Internet Explorer11.

• Make sure that the mctabuff component is installed on the computer, see Installation of Client Components.

• The user must have appropriate access right defined in System Configurator. Rights can be defined either directly for a user, or indirectly for a role or a group. The following ones are used in Online Monitoring:

  • 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.

  • Supervisor-Related rights. They enable supervising other agents with Supervising Tools.

• See also the settings affecting the UI appearance.

Procedure

1. To start the Online Monitoring, browse to the [Website VU]/monitor (address of the virtual unit where the Monitoring Web Client has been installed).

   or

1. Choose in CDT File > Online Monitoring (if the link is enabled by administrator in System Configurator).