You can manage the view on the Voice monitor dashboard as required.

Arranging the Widgets

To change the position of a widget within the Voice monitor dashboard, drag the widget to the required position using the dotted table icondrag icon, which appears next to the label of each widget.

Customizing a Widget Table

Some widgets on the Voice monitor dashboard (such as, Agents, Campaigns, Hold Queue, and Monitor) can be displayed in the tabular format. You can customize the table to display only the columns you want in the order you want, in addition to specifying the column by which you want the rows to be sorted.

  • For information about how to access the Voice monitor dashboard for a given level, see Monitoring Statistics and Metrics.
  • The tabular format appears when you click the Flip to Table View icon on a widget.

To customize a table:

  1. On the Voice monitor dashboard, in the tabular format of the widget, click the Customize Columns icon.
    The Customize Columns window appears.

  2. Select the checkboxes next to the columns that you want to be displayed in the table.

    If you want all the columns to be displayed in the table, select the Select All checkbox.


  3. Clear the checkboxes next to the columns that you do not want to be displayed in the table.

    You cannot clear the checkboxes next to the columns that are required to be displayed in the table.


  4. Click the up or down arrow to change the order of the columns based on how you want them to be displayed in the table.
  5. In the Sort Order field, select the column based on which you want to sort the rows in the table.
  6. If you want the rows in the table to be displayed in ascending order of the column that you selected in the Sort Order field, select the Ascending checkbox.
  7. If you want the rows in the table to be displayed in descending order of the column that you selected in the Sort Order field, clear the Ascending checkbox. 
  8. Click Ok.
    The table is customized.

Viewing Multiple Widgets

You can view multiple widgets on the Voice monitor dashboard by adding as many widgets as you want. For more information, see Monitoring Multiple Agents.