Business support

Choosing the agents you monitor

As a supervisor you can monitor the agents assigned to you to track their average speed to answer, average call handle times, agent status, and other call statistics.

To choose the agents you monitor:
 

  1. Sign in to the Contact Center Client.
  1. To expand the agents directory, from the Contacts pane, click the green arrow pointing up next to Agents.
  1. Click the Edit icon (a pencil).  
  1. From the Edit Monitored Agents window, select the checkbox next to each agent’s name you want to monitor.
Note: If you don’t want to monitor an agent, deselect the checkbox next to the agent’s name.

 

  1.  After you select the agents to monitor (and not monitor), click the Save button.

    The agents you selected to monitor are now listed in the agent directory with status details.

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