General
Monitor an agent’s current status and activity
Make an agent available or unavailable
Log an agent off
Broadcast a message to agents
Manage Agents
Assign an agent an alias name
Change an agent's password
Configure the channels an agent can service
Agent channel management
Assign agent skills
Assign agent skill groups
Manage Agent Groups
Assign agents to agent groups
Manage Hunt Groups
Assign users to hunt groups
Voice
Listen to a live agent conversation
Text-based
Monitor an agent's live web chat session
Monitor an agent's live social media session
View all unprocessed messages
Set custom unavailable statuses
Create a message template
Call Quality report