Setting up monitor view
You can create a monitor to let agents with privileges to view the snapshot of the key information of queues on the user portal, such as number of calls in queue, longest waiting calls, and abandoned calls. You can also create monitor view color themes in addition to the default one.
To apply the queue view configuration, you need to enable it in agent profile and apply the profile to an agent. As a result, the agent will have a Monitor View icon when logging into the user portal.
To set up a monitor view
- Go to Call Center > Monitor View > Monitor.
- Click New and configure the following:
GUI field
Description
Name
Enter a name for the queue view.
Trusted hosts
Enter the IP address and netmask of the device that is permitted to use the monitor view.
If you have multiple devices, you may enter up to 10 trusted hosts.
Monitor Items
Click New to include the queues or agents that you want to monitor.
Title
Enter a name for the configuration.
Type
Choose to monitor queues or agents.
Refresh interval
Enter the refresh interval time for the monitor view in seconds.
Color theme
Select the color theme for the monitor view. See To create a monitor view theme.
Start time
Enter the time for the monitor view to start.
Queue
Click in the field and select the queues to be included.
Click Close, then Create.
Logo
Select Customized logo to add text or logo for agents with privileges to view on the user portal.
In the text editor window, you can type the text or copy and paste a logo image here.
You can paste an image that is 32.7 KB or less.
- Click Create.
To create a monitor view theme
- Go to Call Center > Monitor View > Monitor Theme.
- Click New and configure the following:
GUI field
Description
Theme name
Enter a name for the theme.
Background color
Column header color
Row header color
Row color
Text color
Click each field to select the color for the monitor view background, column header, row header, row, and text.
Agent Threshold Setting
Click New to set the colors for agent names display in monitor view based on status.
Status
Choose an agent status for which you want to set a color.
Threshold value
Enter the refresh interval time for displaying the agent names in seconds.
Threshold color
Select the color theme for displaying the agent names at the time interval you set.
- Click Create, then Create.
To change column order and hide or show columns for a monitor view
- Go to Call Center > Monitor View > Monitor.
- Under the View column of a monitor view record, click Open.
- Click any of the column headings and do the following:
- Change the column order by dragging the column headings to the places you want.
- Click a heading, then OK to hide it. Click it again, then OK to show it. Click Reset to restore the default setting.