Monitoring Views

To display and filter items in a view, make a search.

Views Opened from Side Navigation Panel

Information

Summary

Current statistics of contacts in different channels graphically and agent statuses numerically. Compares current situation to the reference day. The default view.

Agent View

Overall view of agent statuses. With supervisors rights, the view offers tool to change agent’s queue settings and external agent status.

Contact View

Contact details.

Script View

Questions and answers collected in scripts, or in opt-in or survey IVRs.

Outbound Campaign View

Current Outbound campaign statistics, either the number of calls (Volume) or length of the calls (Duration).

Views Opened from Toolbar Buttons

Information

Contact Statistics Table Views

The table view buttons open an overall statistic view, or one of the selected application or queue.

Queues View

The Queues button opens a view for queue statistics in the system.

Group Statistics View

The Groups button opens a view for reporting group statistics.

Agents Active Contacts

The Agents button opens a view for each agent’s active contacts.