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In the graphical view, the following statistics appear based on the tab that you have selected (Outbound, Blended, or Inbound):

• Outbound service statistics with the percentage of outbound calls, longest hold duration, and percentage of contacts whose numbers have been dialed.
• Blended (outbound and inbound) service statistics with the percentages of outbound and inbound calls and percentages of the average handle and talk time for the service.
• Inbound service statistics with the percentage of inbound calls and percentages of the average handle and talk time for the service.

In the tabular view, you can view the statistics for inactive call centers by selecting the Show Inactive Call Centers checkbox. You can also customize the table by using the Customize Columns icon  and view the following statistics.

In the graphical view, the following statistics (charts) appears:

• Agent states: Pie chart of the distribution of agents by state. You can view the Number of agents in a given state by hovering over the pie that represents that state. If you do not want to view the statistic of a state in the chart, click that state below the chart.
• Live connects: Line chart of the Number of calls handled by agents for the last half hour (in increments of five minutes). This chart enables you to compare the volume of connected calls with the volume of agents who are logged on.
• Agent state time: Bar chart of the distribution of total time (in minutes) spent by agents in a state. You can view the duration in each state by hovering over the chart. If you do not want to view the statistic of a state in the chart, click that state below the chart.

In the tabular view, you can customize the table by using the Customize Columns icon  and view the following statistics.

You can search for an agent by specifying at least three consecutive characters of their name in the Name filter box. You can also search for agents in a specific state by specifying at least three consecutive characters of the state in the Name filter field.

To view the details and the dialing activities of an agent, in the tabular view, double-click the row containing the name of the agent.
The Agent Detail window appears, displaying the following tabs.

You can switch the state of one or more agents to Ready or Not Ready. To do so:

1. In the tabular view, in the rows containing the names of the agents whose state you want to switch, select the checkboxes, and then, as required, click the Ready icon  or the Not Ready icon .
   The Agent Panel window appears, in which the Can Be Changed column indicates if you can switch the state of an agent. 

   Info
   For a given row, if this column does not contain an icon, you cannot switch the state of the agent.

2. If you are switching the status to Not Ready, in the Reason Code field, select the reason for switching the state to Not Ready.

3. Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for changing their status.

4. Click Ok.
   A message appears to indicate if the state of the agents is switched.

   Info
   Your message appears on the agent desktops, along with your name and the time that the state was switched.

For one or more agents, you can switch the service into which they are signed. To do so:

1. In the tabular view, in the rows containing the names of the agents whose service you want to change, select the checkboxes, and then click the Switch Service icon .
   The Agent Panel window appears, in which the Allow Switch Service column indicates if you can switch the service of an agent. 

   Info
   For a given row, if this column does not contain an icon, you cannot switch the service of the agent.

2. In the Search Service field, select the service into which you want to sign the agents.

3. Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for switching their service.

4. Click Ok.
   A message appears to indicate if the service of the agents is switched.

   Info
   If an agent is in the Ready or Not Ready state, the agent is immediately switched to the new service. If the agent is in any other state, the agent is switched to the new service only after they change their state to Ready or Not Ready. Your message appears on the agent desktops, along with your name and the time that the service was switched.

You can log one or more agents off from their agent desktops unless they are in a call or on hold. To do so:

1. In the tabular view, in the rows containing the names of the agents whom you want to log out, select the checkboxes, and then click the Log off icon .
   The Agent Panel window appears, in which the Can Be Logged Off column indicates if you can log an agent off. 

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   For a given row, if this column does not contain an icon, you cannot log the agent off.

2. Optionally, in the Message To Agents field, enter your message for the agents, stating the reason for logging them off.

3. Click Ok.
   A message appears to indicate if the agents are logged off.

   Info
   Your message appears on the agent desktops, along with your name and the time that they were logged off.

To send a message to one or more agents:

1. In the tabular view, in the rows containing the names of the agents to whom you want to send a message, select the checkboxes, and then click the Send Message icon .
   The Agent Panel window appears, in which the Can Message Be Sent column indicates if you can send a message to an agent. 

   Info
   For a given row, if this column does not contain an icon, you cannot send a message to the agent.

2. In the Message To Agents field, enter your message for the agents.

3. Click Ok.
   A message appears to indicate if your message was sent to the agents.

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   Your message appears on the agent desktops, along with your name and the time that the message was sent.

You can chat with a maximum of 10 agents. To chat with one or more agents:

1. In the tabular view, in the rows containing the names of the agents with whom you want to chat, select the checkboxes, and then click the Chat icon .
   The Chat window appears, displaying the names of the selected agents in the Agents section.

2. Select the agent with whom you want to chat, enter your message in the text box, and then press Enter.
   Your message is sent to the agent.

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   If the agents reply to your messages after you have closed the Chat window, the Number of missed messages appears next to the Chat icon on the Agents widget . If you navigate away from the platform, the agents cannot send you messages.

In addition to monitoring agent statistics, as a manager, you can monitor a call through the following monitoring options:

• Monitor: Listen to a call between your agent and customer in real-time.
  

• Coach: Listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
• Barge: Voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.

To monitor an agent:

1. In the tabular view of the Agents widget of the voice monitor dashboard, click Start Monitor.
   Alternatively, you can double-click the row containing the name of the agent whose call you want to monitor, and then, in the Agent Details window, click Connect.

   Info
   This step is required to establish an audio pathway.

   The Enter Phone Number window appears, displaying the following fields:

   • Phone Number: Uses your Direct Inward Dialing (DID) number to establish the pathway.
   • Extension: Your extension. This field is optional.
   • Connect using computer: Uses your computer audio to establish the pathway.

2. Either enter a value in the Phone Number and/or Extension fields or select the Connect using computer checkbox, and then click Ok.

   Info
   Do not enter a special character in the Phone Number or Extension field. If you choose to connect using your phone, your phone receives a call stating: This is a <company name> Call. The platform supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox through the Web Real-Time Communication (WebRTC) technology.

   A message stating that the monitoring is initiated appears.

3. In the Monitor column of the row containing the name of the agent whose call you want to monitor, or in the Agent Details window for the agent, click any of the following icons or buttons (monitoring options) as required:

   • Monitor 
   • Coach 
   • Barge 
     A message stating that the selected monitoring action is launched appears.

If the audio path was established through the phone number (DID) mode, you can navigate to a different monitor dashboard (including for other levels) or to any window on the platform, with your connection remaining intact. You can end the monitoring by manually disconnecting your call. However, if the audio path was established through the computer (WebRTC) mode, you are disconnected when you navigate away from the current monitor dashboard.

• You can search for a campaign by using the Name filter box, which appears on the widget when at least 11 campaigns are present. To begin a search, enter at least three characters in the box.
• To view additional details of a campaign, on the Campaign Control widget, double-click the row containing the campaign.

You can filter the campaigns on the Campaign Control widget by using the Filter By field, which contains the following options for criteria:

• Today's: Displays all the campaigns uploaded on the current day.
• Active: Displays all the campaigns uploaded on the current day and contains numbers to be contacted.
• Playing: Displays all the campaigns containing numbers that are being contacted.

The following statistics appear on the widget:

• Loaded: Number of valid contacts loaded from the campaigns.
• Remaining: Number of contacts in the campaigns who are remaining to be contacted.
• % Completed: Percentage of contacts in the campaigns that have been contacted.

You can customize the table on the widget by using the Customize Columns icon  and view the following columns. 

If you do not want to view the statistics of a given state in the chart, click that state outside the chart. 

• This widget is available for an outbound service.
• The color that appears on the circle of the avatar of an agent indicates the state of the agent. For example, a red circle indicates that the agent is in the Not Ready state.