Search for Agents

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

This topic explains how to filter the Live Monitor page view to show specific items like agentsThe person or people taking the inbound calls., phones, DNISAn acronym for Dialed Number Indentification Service - A carrier service for 800/888 and 900 numbers that forwards the number dialed by the caller to the number that reaches the agent., and groupsA definable collection of users.. For more information, see Live Monitoring Overview.

The Live Monitor List page allows you to search for specific agents using the Search field to the upper right of the list. This search can be used in combination with the Quick Filters to further refine the list. Search criteria are not column-specific or limited to agent names. For example, if you perform a search for the number 85 when there are agents with phones, ANIsAn acronym for Automatic Number Identification - ANI is a service of telecommunications carriers, which identifies the telephone number of the calling party. It is commonly used for billing, call routing and database synchronization. There are several specific technologies that fit under the umbrella of ANI, including caller ID., and current applications currently containing that number, all of those agents would appear in the search results.

To search the Live Monitor List:

1. In the NICE Uptivity Web Portal, click Interactions List → Live Monitor.
2. Type an item to search for (for example, full/partial name or extension) in the Search field.
3. Press [Enter] on your keyboard or click Go.

To reset Live Monitor Search:

1. Clear the terms in the Search field.
2. Press [Enter] on your keyboard or click Go.