Required security profile permissions: Agent List View
From the Agent List widget, which shows the contact center agents who are logged into the agent application, you can drill-down into agent specific details.
If you double-click an agent name in the Agent List widget, detailed information about the agent and their current contact will show in the Agent Zoom widget. The top part of the widget containing the agent's name, stateThe availability status of an agent., length of time in state, and the contact's information are real-time and the activity log and state summary can be real-time or historical based on the time frame set in the calendar selection box. The activity log shows the current active state and the pie chart shows all activity within the specified time frame excluding the current active state.
When the agent is interacting with a contact, you can use the Agent Zoom widget to not only see details about your agent, but you can also see contact details. Additionally, the links at the bottom of the widget enable supervisors to:
- recording the interaction between the agent and the contact
- monitoring the agent's call
- refresh the view
- force the agent to log off (if your Security Profile has this feature enabled)
This widget is powerful because it provides a drill-down view for each contact center agent who is logged into an agent application at any one time, plus it provides a quick way to manage and monitor the interactions between your agents and contacts. Another benefit of this widget is that you don't have to log into an to use supervisor specific features.
Enable Monitoring and Recording
The Agent Zoom and Contact Zoom widgets have links to monitor, record, and takeover a call. Access is determined by the Security Profile assigned to your user account.
