Agents LIVE Monitor

[preejith]

Dear all,

Can we monitor multiple agents LIVE in a queue.

Thanks,

 

[VasilisV_3CX]

Hi @preejith,

When you say monitor, do you mean chat monitoring?

 

[Alphabetic]

Yes, you assign queue managers and use the Panel from the client to see live info.

 

[VasilisV_3CX]

@preejith as per @kieferschild's advice, if you assign an extension as the Queue Manager from within the Management Console >> Call Queues >> [YOUR QUEUE] >> Notifications >> Add a manager. They will be able to monitor the chats from within the Web Client Panel / Desktop App Panel etc.

 

[preejith]

Hi @preejith,

When you say monitor, do you mean chat monitoring?

Hi, agents live performance on each queue. Apologies for the miscommunication.

 

[preejith]

Yes, you assign queue managers and use the Panel from the client to see live info.

Hi, agents live performance on each queue. Apologies for the miscommunication.

 

[VasilisV_3CX]

Hi @preejith,

When you say agents live performance, do you mean for calls by the agents or chats? The calls can be monitored / listened in to with the correct rights assigned to the extension, from within the Panel, for that queue. A manager to Listen to the Agents, Barge In etc.

 

[preejith]

This is call monitoring feature. If you could let me know if we can a LIVE report to monitor agents activity in a queue.

 

[VasilisV_3CX]

Hi @preejith,

If what you're wanting is what shows on reports, but live, then no - there is no such thing at the moment. There is a Wallboard but I don't think that's what you're looking for.

 

[preejith]

@VoIPTools are we able to generate a Live report?

 

[VoIPTools]

Hi @preejith,

You are going to need to be very specific about what you mean by a "live report". We are all trying to ask qualifying questions to understand exactly what you need, and thus far I do not believe we have any confidence that we understand your needs. Let me try and guess...

Perhaps you want a web page where you can monitor in real-time the activity of each call center agent. Maybe you want to know things like average call length, or total calls taken by an agent, or their current presence status, or whether they are logged into a queue, etc. If so, this sounds like you are looking for a real-time wallboard.

3CX has a built-in wallboard that displays general queue stats, but VoIPTools also offers many, many custom wallboards you can choose from, or we can build a solution that meets your specific needs. So, can you explain in more detail what you are looking to accomplish?