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
- Continuous Agent Monitoring
- Grading Calls in Progress
- 1 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 My Queues (Personal Email Queues)
Agent Screen Monitoring
Depending on your system configuration, you may also be able to view screens of selected members of your team and monitor their desktop actions in real time. You can activate this function for a logged-on agent at any time even when the agent is not handling any interactions. Thus, this function can be complimentary to the call monitoring, or it can be used on its own. The agents will not receive any indication that their screens are being monitored.
To begin screen monitoring:
- Select the desired agent from the Agent Metrics View in the right pane of Agent Desktop. The Contact Info Panel will display the monitoring functions.
- Click the See Screen button
. A new window will open, showing you the desktop of the selected agent.
Note that you can only continuously monitor a screen of one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.
To pause monitoring the agent’s screen:
Occasionally you may wish to omit certain parts of an agent's activity from a screen recording, without stopping the recording entirely. Such a need may arise when agents are receiving sensitive data from customers, such as credit card numbers, social security numbers, and so forth. To pause monitoring and screen recording, click the Pause recording button 
. Clicking the Pause recording button again will resume the recording.
To stop monitoring the agent’s screen:
Simply close the browser window.