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.

Monitoring agents, queues and service level, and viewing Outbound functions

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