Access Rights for Monitoring

Administrators define rights in the System Configurator application, either directly for a user, or indirectly for a role or group. For more information about how to set the rights, see User Rights Management.

The following rights are used for Online Monitoring:

  • Statistics Summary: The user can see aggregated summary statistics for agents and queues, such as how many calls agents have handled today, or how many calls have arrived in the queue today.

  • Statistics Detail: The user can see detailed statistics for agents and queues, such as the Contact View. Summary rights are included in these rights.

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

To monitor agents, you need some or all of the following rights:

  • Statistics Summary rights

  • Statistics Detail rights.

  • Supervisor-Related rights

To monitor queues:

  • Statistics Summary rights

  • Statistics Detail rights.

To monitor outbound campaigns:

  • Statistics Summary rights for campaigns.

If a user has limited access to Online Monitoring, the limitation affects all statistics. Only the queues that the user has rights to are displayed. Monitoring rights for the queues define which queues are displayed in the Agent View queue matrix:

  1. Only the agents having rights for the queues are displayed (not all agents in the selected application)

  2. Only the queues that the user has monitoring rights for are shown.