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 center’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 center 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.
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
Monitoring Agents with Screen Recording
Monitor Agents with Live Screen Monitoring including Whispering, and Barging during interactions.
Monitoring Agents without Screen Recording
Monitor agent audio with Live Monitoring including Whispering, and Barging the audio during interactions.
Accessing Call Interactions
Locate call interactions recording and analyze the information contained within the recordings.
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