Supervisors only
This is accessed by clicking the button on the Toolbar.
Use this panel to see the availability statuses of your agents and to perform tasks such as listen to their live interactions, switch their statuses, and to log them out of DTA.
You can operate this panel by using your mouse or keyboard (see Accessibility Features).
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Panel help and close buttons |
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Agent Group selector |
Allows you to select the agent group whose agents you want to monitor. Note: the options list displays only those agent groups that you are permitted to work with. |
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Logged-on agents |
Displays the logged-on agents in the selected agent groups.
Click the control to change its state.
The agent columns have the following meanings.
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Back button |
Returns you to the previous page of agent statuses. |
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Current tasks |
Displays any other non-voice interactions (tasks) that the agent is currently engaged in. This includes web chats and social media interactions. Clicking such an interaction displays a live exchange of messages between agent and contact in a separate interaction panel. |
See Also
Make an Agent Available or Unavailable
Listen to a Live Agent Conversation