Real Time Monitoring

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The Real-Time Monitoring interface enables you to get an insight into your daily operations, such as the status of your agents and your inbound and outbound activities. You can also listen into ongoing conversations, talk to an agent without the customer hearing, transfer agents between projects, or change the agents’ status.

Tip: Add or remove additional information columns by using the Column selection icon button.

Table of Contents

To Access the Real-Time Monitoring Interface

  • From the VCC Live® menu, select Monitoring > Real-time monitoring.

Filtering Options

The filtering options allow you to filter data in the Users pane.

Filtering Option Description
User Filters Users by username or name.
Project Filters Users by project. The drop-down list displays only those projects in which there are currently logged in agents. Examines both primary and secondary logins.
Team Filters Users by Team name.
Status Filters Users by agent status.
Type Filters Users by user type (admin or agent). The drop-down list displays only those user types which is used by at least one of the currently logged in users.

Changing User Status or Project Remotely

The Change status or project function enables you to remotely logoff or change the status of agent users, as well as transfer them between projects. When transferring agent users between projects, only those projects are displayed that a user is assigned to. hen an agent user that you want to transfer is using a break code, the transfer will take place once the user returns from AUX. If an agent user is in Unavailable state, the transfer won’t take place.

For details about how to change the agents’ status, see Changing Agent Status.

To Transfer Agents Between Projects

  1. From the VCC Live® menu, select Monitoring > Real-time monitoring
  2. From the Change status or project drop-down list, select the Move agent(s) to another project option.

Tip: When switching agents’ projects, you may send them a pop-up message with a previously setup message.

Actions Menu Options

The Actions menu provides additional interfaces as well as options to interact with users and calls.

Action Description
Chart Displays a graphical chart of three selected projects, featuring the number of ongoing calls, logged in agents, calls initiated, and recently dropped calls.
Help Opens user guide.
Send message Allows you to send a message to the selected agents. The message is displayed as a pop up information dialog to the users. The users cannot reply to this message. The messages you send can be saved.
Monitor call Allows you to listen into ongoing conversations. See Silent Coaching and Whispering.
Tutor mode Allows you to listen into ongoing conversations as well as talk to the agents without the customer hearing. See Silent Coaching and Whispering.
Conference Allows you to join ongoing conversations. See Silent Coaching and Whispering.

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