Introduction

You can simultaneously monitor multiple agents in various states (In Call, Not Ready, Ready, and Wrap Up) using the Voice Monitor Dashboard by adding as many Agent widgets as you need. You can then filter the Agent widgets by the agent state. 

Example

Suppose that you want to monitor the agents who are available (Ready state), unavailable (Not Ready state), on calls (In Call state), and wrapping up calls (Wrap-Up state), all at the same time. To do so: 

  1. Configure Widgets.

    When configuring the widgets, in the Available Widgets section, select and add the Agents widget four times so that you can see four agent monitoring widgets on the Voice monitor dashboard. You can modify the titles of the widgets as appropriate (for example, Agents In Call, Agents Wrap Up, Agents Ready, and Agents Not Ready).


  2. Access the Voice monitor dashboard for the required level.
  3. On the Voice monitor dashboard, click the tab representing the call direction type you selected (Outbound, Blended, or Inbound) in Step 1.
    The four agent monitoring widgets you added appear on the Voice monitor dashboard.

  4. Drag the agent monitoring widgets to the required positions using the drag icon .

    • If the widgets appear in tabular format, you can customize the table using the Customize Columns icon .

    • Tabular view of the widget data is displayed when you click the Flip to Table View icon  on a widget.

    • For information about how to customize the table, see Managing the Voice Monitor Dashboard View.