Monitor Agents Panel

Supervisors only

This is accessed by clicking the button on the Toolbar.

Use this panel to see the availability statuses of your agents and to perform tasks such as listen to their live interactions, switch their statuses, and to log them out of DTA.

You can operate this panel by using your mouse or keyboard (see Accessibility Features).

Label 1

Panel help and close buttons

	Displays this Help page.
	Hides the panel. You can restore it by clicking the Monitor Agents button on the Toolbar.
	Closes the panel losing anything you have selected.

Label 2

Agent Group selector

Allows you to select the agent group whose agents you want to monitor.

Note: the options list displays only those agent groups that you are permitted to work with.

Label 3

Logged-on agents

Displays the logged-on agents in the selected agent groups.

Call Time toggle

(Not available in all deployments)

The Call Time column is NOT displayed for each agent.

The Call Time column IS displayed for each agent.

Click the control to change its state.

The agent columns have the following meanings.

Name	The name of the agent and their current availability status as set in their Availability Status Panel. The colour next to each agent also indicates the status. Clicking an agent shows you all non-voice interactions (tasks) that the agent is currently engaged in. See (5) below.
	The number of digital interactions (includes SMS and social media interactions) that the agent is actively engaged in.
	The number of email interactions that the agent is actively engaged in.
	The number of voice calls that the agent is actively engaged in.
	(For monitoring audio calls only. This is available when you have dialled into a supervisor listen-in service if configured by your storm administrator.) Click this button to listen-in to the agent's conversation. Neither party will be able to hear you.
	(For monitoring audio calls only. This is available when you have dialled into a supervisor listen-in service if configured by your storm administrator.) Click this button to barge-in to the agent's conversation. All parties will be able to hear each other. Note: a third option (whisper to agent) is not currently supported in this panel. However, you can still enter this mode by pressing option 2 on your telephone keypad at any time during a monitoring session.
	Click this to see the transcription of a live agent-to-customer conversation. The button is available only when the agent is on a call.
	Click the button to change the agent's availability status to Unavailable. Click the button to change the agent's availability status to Available.
	Click this button to log the agent out of DTA and any paired device. If you do this whilst the agent is handling an interaction, the log off is delayed until the end of the interaction.
Duration	The agent's elapsed time in their current availability status.
Call Time	(Applies to active calls only) The agent's current duration on the call in HH:MM:SS.

Back button

Returns you to the previous page of agent statuses.

Label 5

Current tasks

Displays any other non-voice interactions (tasks) that the agent is currently engaged in. This includes web chats and social media interactions.

Clicking such an interaction displays a live exchange of messages between agent and contact in a separate interaction panel.