On the Monitoring tab, you can see the real-time statistics on the following:
- States of the threads in the queue
- Agents’ statuses
- Dynamics of new incoming threads by the hour and number of assigned threads for each agent in the last 24 hours
- Agents’ performance rates in the last 24 hours
The statistics are displayed for all agents of the contact center and for the selected ones. By default, the system displays the agents of the supervisor’s group. To select the agents you need, click the Filters button in the top right corner of the page, select the check boxes next to the agents (or the supervisor of the group) you want to see the statistics for, and click Show. You can also select agents that belong to specific departments, if necessary, and chatbots as well.
The Monitoring tab contains three widgets: Queue, Agent Status, and Threads.