Monitor Queues, Agents, and Interactions

To access the Monitor section, you must be an App Owner, App developer, App Tester, or Supervisor; or have the Monitor Console – permission set to Yes. See Role Management for more.

The Monitor tab lets you monitor live conversations between agents and customers and displays four views: Queues, Agents, and Interactions.

1. The Queues section displays the conversation summary between agents and customers per queue. You only have access to the queues you are assigned to; and to the agents assigned to the same queues as you.
2. The Agents section lets you view agent performance metrics and monitor agent-specific live conversations. Listed agents belong to the same queues you are also assigned to.

3. The Interactions section displays all interactions currently live in Contact Center AI and assigned to agents on the console.

   Note

   Your Monitor access is restricted to the Queues that you are assigned to.

   1. A pop-up message appears when the user clicks the Monitor tab if the Contact Center Permissions are disabled for them.
      

   Queues

In this section, you can see all the queues to which you are assigned. The number of conversations waiting to be picked up, the number of already engaged conversations, and a summary of agents assigned to a particular queue along with their current status. In addition to the above details, the supervisor can see the average wait time, max wait time (an indicator of peak load handling capacity), and drop-off rate.

Clicking the sort icon allows you to sort the columns in ascending/descending order. The default sorting is by Queue Name.

To monitor the agents:

• On the Monitor tab, click the Queue tab.
  

• On the left menu, click a queue that you want to view.
  

• The queue screen appears as shown below:
  

• Click the agent name. The detailed screen of the agent conversation opens up on the right.

  Chat, Messaging, and Voice:

  The assigned agent’s name is shown immediately upon assignment, even if the agent has not yet sent a response.
  

Filter

Create Filter

1. Click the Filter button.
   

2. Click New Filter.
   

3. Select the Queues, Channels, Type, State, and Languages.

   Note

   You can select from agent groups (list of agents), search for agents, and select from dynamic sub-filters.

   

   Select from the below available options:
   1. Clear – Clears the selection.
   2. Save & Apply – Saves the filter, and it appears when selected.
   3. Apply – Applied for one instance and not saved. 4. Click Save & Apply.

4. On the pop-up window, enter a name (up to 20 characters) for the filter and click Save & Apply.
   

   A confirmation message is displayed and the filter is saved.

5. Click Saved Filters. By default, the system shows the following:

   • The Waiting with Agents and Waiting in Queue quick filters are pre-selected. These filters are editable and can be deleted.
     
   • You can select up to four quick filters. Quick filters appear along with unsaved filters.
   • If a filter is set as the default but not selected as a quick filter, the system still treats it as a quick filter.
   • You cannot disable a quick filter while a default filter is applied. To disable the quick filter, first remove the default filter.

Edit Filter

Steps to edit a filter:

1. Click the Filters tab. The Saved Filter name appears.
   

2. Click the Edit button.
   

3. Make the necessary changes and click Save & Apply.
   

   A confirmation message is displayed and the filter is updated.

Copy Filter

1. Click the Duplicate button.
   

2. On the Rename Filter window, enter a name for the filter and click Save.
   

   A confirmation is displayed and a copy of the filter is created.

Mark as Default

1. Click the Mark as Default button.
   

2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

1. Click the Delete button.
   

2. A Delete Filter message appears. Click Delete.
   

   A confirmation message is displayed and the filter is deleted.

Join a Conversation

Supervisors can monitor live conversations between agents and customers. The supervisor can view the agent engagement metrics of the agent. At any point, the supervisor can view details of the agent-customer conversation, or the supervisor can manually assign the agent to another available agent.

Manually Assign Conversations from the Queue to an Agent

Steps to assign a conversation from the queue to an agent (including themselves):

1. Select the conversation from the Queue on the right pane and click Assign.
   

2. A pop-up appears. Select the agent and assign the conversation to that agent.
   

3. Select Mark as priority (optional) and click Assign.
   

   Note

   Manual assignments ignore skill-based routing and restrictions related to the maximum number of slots.

Change Queue for a Conversation

Supervisors can change the queue for a conversation. They can move a conversation to a different queue and prioritize it by placing it at the top.

Steps to change the queue for a conversation:

1. Go to MONITOR > QUEUES.
   

2. Select a queue and then select the conversation.
   

3. Click Change Queue.
   

4. On the Change Queue pop-up window, click the Change Queue from drop-down, select a queue, and then click Change Queue. Select Mark as priority to place the conversation at the top of the list in the destination queue.
   

   Notes

   • On transferring a conversation, the count of waiting conversations decreases in the original queue and increases in the destination queue.
   • By default, the position of the conversation in the queue is determined based on the conversation’s arrival time in the original queue.
   • Transferring a conversation from the current queue to a different queue is recorded for reporting purposes.

View Voicemails

When a call is converted to a voicemail, it can be viewed in the Monitor tab. Supervisors can view voicemails in waiting status and “Assign” to an agent or “Change Queue”.

Agents

You can check agent details and monitor and intervene in ongoing conversations. The agents in this section are restricted to those assigned to the same queues as you. A list of conversations currently being handled by the agents is displayed with parameters such as state, load, first response, average response, AHT, etc.

Clicking the sort icon allows you to sort the columns in ascending or descending order. The default sorting is by State.

Note

Sorting is unavailable for automation interactions. Removing offline agents improves performance when sorting by load, but offline agents will not be visible in this mode.

The following metrics and their total counts are displayed:

• Completed: Count of interactions completed and closed by the agent.
• Transferred: Count of interactions an agent has transferred to a queue or another agent.
• Rejected: Count of interactions explicitly rejected by an agent using the reject button.
• Unanswered: Count of interactions assigned to an agent where the agent did not pick up the interaction within the acceptance timeout.

The channel selection status appears on the Agents tab beside the Agent’s name. Active channels appear in Green and the disabled channels appear in Amber color.

If an agent selects a channel and logs out at the end of the day, the previously selected channel persists when the agent starts a new session. Active channels appear in green, while disabled channels appear in amber for the supervisor.

• Hovering over an agent’s name displays a pop-up with the following information:

  • Agent status (for example, Available, Busy, Inactive).
  • Agent Name and profile icon, email ID, phone number, role.
  • Skills assigned to the agent.
  • Queues the agent is associated with.
  • Agent Groups the agent is part of.
    

• The load capacity indicator displays the agent’s overall load capacity. Hovering over the load shows the channel-wise load capacity—for example, Live Chat ⅔ (2 slots out of 3 defined slots are engaged) and the total digital conversation limit.

• On the monitor tab, select an agent on the left side. The supervisor can view the agent’s ongoing conversation on the right and check the engagement metrics.
  

• On the right window, click the agent’s name. Another window opens to the right as shown below. To check the agent engagement metrics, on the right window, click the down arrow as shown below:

  Chat, Messaging, and Voice:

  

  Email:

  

• For a selected agent, the supervisor can check the agent profile, chat with the agent, change the queue, and assign the conversation to other agents as shown below:
  

Filters

Create Filter

1. Click the Filter button.
   

2. Click New Filter.
   

3. Select the Status, Agents, Skills, and Roles.
   

   Select from the below available options:

   1. Clear – Clears the selection.
   2. Save & Apply – Saves the filter, and it appears when selected.
   3. Apply – Applied for one instance and not saved.

4. Click Save & Apply.

5. On the pop-up window, enter a name (up to 20 characters) for the filter and click Save & Apply.
   

   A confirmation message is displayed and the filter is saved.

6. Click Saved Filters. By default, the system shows the following:

   • The Waiting with Agents and Waiting in Queue quick filters are pre-selected. These filters are editable and can be deleted.
     
   • You can select up to four quick filters. Quick filters appear along with unsaved filters.
   • If a filter is set as the default but not selected as a quick filter, the system still treats it as a quick filter.
   • You cannot disable a quick filter while a default filter is applied. To disable the quick filter, first remove the default filter.

Edit Filter

Steps to edit a filter:

1. Click the Filters tab. The Saved Filter name appears.
   

2. Click the Edit button.
   

3. Make the necessary changes and click Save & Apply.
   

   A confirmation message is displayed and the filter is updated.

Copy Filter

1. Click the Duplicate button.
   

2. On the Rename Filter window, enter a name for the filter and click Save.
   

   A confirmation is displayed and a copy of the filter is created.

Mark as Default

1. Click the Mark as Default button.
   

2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

1. Click the Delete button.
   

2. A Delete Filter message appears. Click Delete.
   

   A confirmation message is displayed and the filter is deleted.

Auto Refresh When Filters are Applied

When a supervisor applies a filter, the page refreshes at fixed intervals to ensure real-time data accuracy. For example, changes in agent status appear after the auto-refresh, keeping the data up to date. The page refreshes every 10 seconds to update data changes. Supervisors can pause updates by clicking the Pause button.

Clicking the Play button resumes updates.

A confirmation is displayed once the refresh is completed, and the updated data is shown.

Note

The system will not immediately update changes to the data (for example, new interactions and status changes). These changes will appear after the next auto-refresh.

Check Profile

Steps to check the agent profile:

There are three tabs, Profile tab, Settings tab, and Queue & Skills tab.

1. On the Profile tab, check/edit the profile of the agent.
2. Click Save.
   

Settings Tab

On the Settings tab, you can configure the chat experience and voice experience settings.

For chat experience, you can enable chat settings. If enabled you can define the properties of the chat request, for example, max chats = 5. You can choose the language and the proficiency level.

Similarly, for voice experience, you can enable voice settings. If enabled, you can define the properties of the voice request. You can choose the language and the proficiency level.

Queues & Skills Tab

On the Queues & Skills tab, you can configure the Queues and Skills settings.

Queues

You can select the default queue and the preferred queue.

Skills

You can select the Proficiency level of the skill.

Chat with an Agent

To chat with an Agent:

• Select the Chat option. A pop-up chat window appears, where the supervisor can type messages for the agent.
  

Mark Offline

You can mark an agent as offline to prevent the agent from being assigned to any other customers.

Logout

Force Logout is a feature that allows the agent to be freed up and the ongoing customer engagements can be re-assigned to other agents.

Join a Conversation

Supervisors can monitor live conversations between agents and customers. The supervisor can view the agent engagement metrics of the agent. At any point, the supervisor can Join a conversation (conference) and view details of the agent-customer conversation.

Steps to Join a conversation:

1. On the right pane, click Join Conversation.
   

2. A confirmation pop-up appears. Click Confirm to join.

Listen and Whisper [Voice Calls]

Listen and Whisper functionalities enhance supervisors’ oversight and support capabilities in real-time voice conversations.

Listen: This allows supervisors to discreetly monitor live voice conversations between agents and customers. By enabling this feature, supervisors can stay informed about ongoing interactions without participating directly, ensuring they are always aware of the dialogue and can step in if necessary.

Whisper: This functionality provides a means for supervisors to give real-time guidance to agents without the customer hearing the communication. Supervisors can use the whisper functionality to offer immediate support or corrective instructions, enhancing the agent’s performance and the overall quality of customer interaction.

Steps to Listen and Whisper Voice Conversations:

1. Go to MONITOR > AGENTS > Click the conversation that you want to Listen to & Whisper.
   

   A conference icon is displayed if multiple participants are on the call. The Listen & Whisper and Join options are disabled.
   

2. Click Listen & Whisper.
   

3. You can listen to the conversation between the customer and the agent. Click the Whisper to Agent button to whisper to the agent.
   

4. A confirmation is displayed that whisper mode is enabled.
   

   When a supervisor whispers, an indication appears at the top of the live interaction, and the transcript is displayed in yellow.
   

5. Click Stop Whispering to end the Listen and Whisper Session.
   
   When a supervisor stops listening to a conversation, the message Listen session ended is displayed.
   
   The transcripts are not real-time. Click the Refresh icon to refresh the transcript.
   

Interactions

You can view all live interactions on the Contact Center AI console. This view includes only interactions that involve agent transfers. Clicking the sort icon allows you to sort the columns in ascending/descending order. A summary of the interactions view is shown below:

Manually Assign Conversations to an Agent and Change Queue

Supervisors can assign conversations to an agent, and change queues for conversations. Click an Ongoing conversation to view the Assign and Change Queue options.

Supervisors can also view an agent’s engagement metrics.

Manually Assign a Bot-led Conversation to an Agent or Queue

Supervisors can assign bot-led conversations to an agent or a queue. To do so, click an Ongoing conversation and then click Assign.

In the Assign Conversation pop-up window, select Agent/Queue, select the agent or queue from the dropdown, mark as priority if required, turn on the message to customer toggle if you want to send a message to the customer, and click Assign.

Filters

Create Filter

1. Click the Filter button.
   

2. Click New Filter.
   

3. Select the Status, Agents (bot-led interactions disabled), Skills, Queues, Channels, Type, and Language.
   
   Select the Status, Participants (bot-led interactions enabled), Skills, Queues, Channels, Type, and Language.
   

   Note

   Bot-led interactions will not appear by default, even when bot-led interaction permission is enabled for a role. To view these interactions, supervisors must explicitly select 'Automation' or 'Automation/Agents' from the Participant filter. The default setting remains "Agent" regardless of permission settings to prevent supervisors from being overwhelmed with automation conversations. This keeps automation conversations hidden unless specifically requested while maintaining the flexibility to include them when needed.

   Select from the below available options: 1. Clear – Clears the selection.
   2. Save & Apply – Saves the filter, and it appears when selected.
   3. Apply – Applied for one instance and not saved.

4. Click Save & Apply.

5. On the pop-up window, enter a name (up to 20 characters) for the filter and click Save & Apply.
   

   A confirmation message is displayed and the filter is created.

6. Click Saved Filters. By default, the system shows the following:

   • The Waiting with Agents and Waiting in Queue quick filters are pre-selected. These filters are editable and can be deleted.
     
   • You can select up to four quick filters. Quick filters appear along with unsaved filters.
   • If a filter is set as the default but not selected as a quick filter, the system still treats it as a quick filter.
   • You cannot disable a quick filter while a default filter is applied. To disable the quick filter, first remove the default filter.

Edit Filter

Steps to edit a filter:

1. Click the Filters tab. The Saved Filter name appears.
   

2. Click the Edit button.
   

3. Make the necessary changes and click Save & Apply.
   

   A confirmation message is displayed and the filter is updated.

Copy Filter

1. Click the Duplicate button.
   

2. On the Rename Filter window, enter a name for the filter and click Save.
   

   A confirmation is displayed and a copy of the filter is created.

Mark as Default

1. Click the Mark as Default button.
   

2. A confirmation message is displayed and the filter is marked as default.

Delete Filter

1. Click the Delete button.
   

2. A Delete Filter message appears. Click Delete.
   

   A confirmation message is displayed and the filter is deleted.

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