Monitoring

  1. Start Internet Explorer and go to the page [address of Web Client virtual unit]/monitor, or choose the application in the Communication Desktop menu File > Online Monitoring.
  2. By default, all applications, queues, and teams that you have monitoring rights to are included in monitoring views. To filter the calculated and displayed data, define the statistic level with the drop-down menus above the view. You can access the menus according to your rights.
  3. Choose the monitoring view from the left side navigation panel.

    • Summary is the default Monitoring view and it displays color-coded bar graphs, Current Day/Reference Day, and Agent Summary views.

    • Agent View displays detailed information about the searched agents and queues and enables opening the Agents' Active Contacts supervising dialog window.

    • Contact View displays information about the searched contacts. It also enables viewing detailed information of an individual contact.

    • Script View displays questions and answers collected in a call with a script, or in an opt-in or survey IVR.

    • Outbound (OB) Campaign View displays monitoring data of current outbound campaigns.

    • Some of the views above enable specific supervising tasks.

    • Items that have flowed over from a queue to another are monitored in a specific way, see Monitoring of Overflow Queues.

  4. To display information on Agent View, Contact View and Script View conduct a search, or at least click the Search button. Also in other views, you can filter displayed information with a search.
  5. Additional views can be opened from the buttons in toolbar for Queues, Groups and Agents Active Contacts.
  6. To view also the rightmost columns in a view, click the Expand button, or scroll to the right.
  7. To sort information in a table, click the column title of your interest. The first click will sort the table in ascending order, the second one in descending order. The title of the column that is used for sorting is underlined.
    Note:

    Sorting is based on the technical item saved in database (displayed in tooltip) and not the displayed text that is translated locally on the client workstation.

  8. To export statistics from a monitoring view into a Microsoft Excel sheet, click the Export button.