From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching and Barge-in
- 1 Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing Personal Email Queues
Supervisor Guide
Continuous Agent Monitoring
As a supervisor, you can continuously monitor calls of a selected member of your team. When you activate this function, monitoring of all subsequent calls made or received by this team member will start automatically.
To set continuous monitoring for a particular agent:
- Select the desired agent from the Agent Metrics View in the right pane. The Contact Info Panel will display the monitoring functions.
- Select the keep monitoring this agent checkbox.
Note that you can only continuously monitor one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.
To stop monitoring the agent, deselect the checkbox.