The monitor dashboard provides an overview of all dialing, email, and SMS activities across the following levels:
- Enterprise (that is, all the call centers to which you have access)
- Call center within an enterprise (that is, all the services within the call center)
- Service within a call center
You can use the monitor dashboard to:
View and supervise the current activities on call centers, service groups, and agents for voice, email, and SMS channels.
View dashboards for accounts and tickets.
Accessing the Monitor Dashboard
To access the monitor dashboard, on the Monitor tab, click Call Centers from the menu, and then select an option in the left pane based on the level (that is, an enterprise, call center, or service) at which you want to monitor a channel. The monitor dashboard appears, displaying the Voice, Email, and SMS tabs.
- The Monitor tab also contains a menu with the Service Groups option. In addition, the tab contains the Accounts and Ticketing subtabs.
- The widgets that appear on the dashboard for a given direction type (that is, outbound, blended, or inbound) for voice, email, and SMS channels are based on the GUI settings. To configure the GUI settings, see Customizing and Resetting GUI Settings.
The monitor dashboard contains the Voice, Email, and SMS tabs. Each tab contains widgets to display information pertaining to active campaigns.
If a cookie or a session expires for the monitor dashboard, you are redirected to the logon page.
Enterprise Level
To access the enterprise level, on the Monitor tab, go to Call Centers (from the menu) > Call Centers.
Call Center Level
To access the call center level, on the Monitor tab, go to Call Centers (from the menu) > Call Centers, and then select the required call center.
Service Level
To access the service level, on the Monitor tab, go to Call Centers (from the menu) > Call Centers, select a call center, and then select the required service within the call center.