Agent Management

The Monitoring tab allows supervisors to manage Queues, Campaigns, Agents, and Call Playback.

Manage Queues
View Queue Metrics in real time, for the previous 30 minutes, or from the beginning of the day.
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Live Monitoring
Supervisors can listen to agent calls in progress, or join an agent’s call from the Monitoring tab.
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Call Playback
As a supervisor, you can also play back call recordings for agents under your supervision.
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Reports

Reports provide a detailed look at your contact centre’s activity. You can export reports to Microsoft Excel for further analysis or manipulation. 

To generate a report, go to the Navigation Menu and select Reports from the drop-down menu. 
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Notices

Notices are broadcast across your contact centre and can be sent with low, medium, or high priority to everyone or to specific groups.

Past notices can be reviewed in the Notices Tab.

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Set Up Voicemail

Use My Profile to record your personal voicemail message (if enabled). Choose your Workplace Phone or SIP URI. Then select Make Verification Call and follow the prompts to record your voicemail greeting.
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8x8 Live Screen Monitoring Introduction

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Navigation

Change the Agent view and continuously monitor Agent performance.

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Monitoring Agents with Screen Recording

Monitor Agents with Live Screen Monitoring including Whispering, and Barging during interactions.

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Monitoring Agents without Screen Recording

Monitor agent audio with Live Monitoring including Whispering, and Barging the audio during interactions.

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Accessing Call Interactions

Locate call interactions recording and analyse the information contained within the recordings.

More Info >

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Assigning Permissions

Assign Live Monitoring Permission to a given Role.

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Want to browse our courses and schedules?

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