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 applications or queues.
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.