Live Monitor List

OverviewClosed

Live Monitoring is an inContact WFO feature that enables authorized users to listen to an agent's calls, view an agent's desktop, or both, in near-real time.

The List View page provides a variety of information about agents, including whether they have audio or video that can be monitored, the ANI or DNIS of an active call, ACD Group, ACD Gate, or the application currently in focus on their desktop if screen data is being captured.

For more information, see Live Monitoring Overview.

The Live Monitor List View is shown by default and displays, on a single page, agents in the system and their current call state. Adjust the Items Per Page drop-down at the bottom of the list (from 25 to All) to change the number of agents visible on the list at one time. The number displayed in parentheses represents the total number of results for the given filter or search, regardless of how many agents are displayed.

Quick Filters for agents and Groups work the same way in the Live Monitor list as they do in the Call List. For more information, see Quick Filters.

Live Monitor List Columns

Playback Indicator
If an agent is either on a call that is currently recording or if the system uses inContact Screen Recording and the agent's workstation is running the screen recording client, the playback indicator displays. Click the indicator to begin playing back either live audio, video, or both streams depending on what is presently available.
First Name
Displays the agent's first name.
Last Name
Displays the agent's last name.
Phone
Lists the Voice Port being used by the agent.
Audio
Indicates whether the agent is generating audio that can be monitored.
Video
If screens are being recorded for the call, the Video icon displays in this field. If PC users lock their computers (that is, press the [Windows] and [L] keys), a lock icon appears. If a supervisor is monitoring the user, the display closes when the PC is locked and opens again when the PC is unlocked.
Caller ID (ANI)
Displays the caller's phone number for the agent's active call.
Number Called (DNIS)
Displays the number dialed by the caller (inbound) or the agent (outbound) for the agent's active call.
ACD Group
Displays the inContact Skill number.
ACD Gate
Optionally used in conjunction with a custom filter created in inContact Studio. Ask your system administrator whether this has been done in your system.
Current Application
Displays the title of the application window currently open on the agent desktop. This information is updated every five seconds and is only available for agent workstations running the screen recording client.
Last State Change
Displays the Timestamp of the agent's last state change.

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