Monitoring Multiple Agents

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 the GUI settings.
   

   

   When configuring the GUI settings, 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 dotted table icon .
   
   

5. In the Name filter box of each of the four agent monitoring widgets, enter the state by which you want to filter the agents (that is, In Call, Wrap Up, Ready, and Not Ready).
   The agent lists are filtered on the widgets. You can monitor the agents in the respective states.
   
   
   

   

   • If the widgets appear in tabular format, you can customize the table using the Customize Columns icon.
   • For information about how to change the format from tabular to graphical or vice versa, see Agent Statistics.
   • For information about how to customize the table, see Managing the Voice Monitor Dashboard View.