Monitoring Agents

Prerequisites

Monitoring and inspection relationships have been configured for the inspector.

The permission on the Agent Monitor menu has been assigned to the inspector.

Procedure

Sign in to the AICC as an inspector and choose Monitoring > Agent Monitor.

Figure 1 Agent Monitor (in list mode)
- Agent statistics: Statistics on the total number of agents for whom monitoring and inspection relationships with the current inspector have been configured, including the agent status and alarm information, are displayed.
- Data update time: The time when agent monitoring information is last updated is displayed. Automatic refresh can be enabled.
- Current agent status: The current agent status can be Offline, Idle, preoccupied, Occupied, Answering, Talking, Wrap-up, Busy, Rest, Learning, or Adjusting.
- Alarm monitoring: This function is available only in the integration environment. If an agent says sensitive words when answering a call, an alarm is generated. The alarm validity period is 12 hours. After the validity period ends, the alarm is no longer displayed on the page.
- Current state duration: Click to manually refresh data. Alternatively, enable Auto Refresh to automatically refresh data every 10 seconds.
Set data filter criteria.
- Click Agent. In the Select Agent dialog box that is displayed, select agents and click Confirm. Click to query the monitoring information about the agents.
  Figure 2 Select Agent
- Click Advanced Search, set Agent Status, Select the minimum duration of the status, Inspection Status, Alarm Status, and Sign-in Queue, and click Search to filter detailed data.
- Click to refresh real-time data.
Click to set the table header.

Figure 3 Column Configuration
- Click or to deselect a column.
- Drag a selected column to change its sequence.
- Click Reset to reset the column configuration to the state when the dialog box is opened.
After the configuration is complete, click OK to save the new column configuration. Data is displayed based on the new column configuration.
Click Detail corresponding to an agent for whom an alarm is generated. The alarm details dialog box is displayed, showing the following information: Call ID, Agent ID, Time, Dialog Content, Sensitive Word, and Emotional Type.

Figure 4 Inspection Alarm Details
Click to switch the Agent Monitor page between the list mode and chart mode.

Figure 5 Agent Monitor (in chart mode)
- In chart mode, hover the pointer over in the upper right corner of the card of an agent to be inspected to view inspection operations that can be performed.
- In list mode, view common inspection operations that can be performed in the Operation column of the list and view other inspection operations that can be performed on the button bar in the upper right corner of the list.
Perform inspection operations.

In the independent deployment environment, when an inspector clicks any inspection operation for the first time, a dialog box is displayed, asking the inspector to change the password. Set the password to the one used by the inspector to log in to the web configuration console.
- Adjust Queues: Select one or more signed-in agents and click Adjust Queues to adjust their skill queues.
  Figure 6 Adjust Queues
  - After an agent whose skill queue is adjusted signs out and then signs in again, the skill queue configuration of the agent is restored to that before the skill queue adjustment.
  - If a tenant requires cross-channel agent support, the multi-channel support feature needs to be enabled when the tenant is created. In addition, the Agent multi-channel support operation permission needs to be assigned to the inspector and the agent whose skill queue needs to be adjusted.
- Send Notes: Select one or more signed-in agents and click Send Notes to send notes to the agents.
  Figure 7 Send Notes
  
  In the integration environment, after an inspector sends a note to an agent, the agent can choose > Inbox > Internal Message to view the received note whose subject is inspection note.
- Force Busy: Select an agent in Idle state and click Force Busy to change the status to Busy.
- Force Idle: Select an agent in Busy state and click Force Idle to change the status to Idle.
- Force Release: Select an agent in Talking state and click Force Release to forcibly release the ongoing call.
- Force Out: Select a signed-in agent and click Force Out to forcibly sign out the agent.
- Listen: Click Listen in the Operation column corresponding to an agent to listen to the agent.
- Insert: Click Insert in the Operation column corresponding to an agent to insert into the call of the agent.
- switch: Click switch in the Operation column corresponding to an agent who is being inspected (listening or insertion) by the inspector to switch the inspection mode (from Listen to Insert or from Insert to Listen).
- intercept: Click intercept in the Operation column corresponding to an agent who is being inspected (listening, insertion, or whispering) by the inspector to kick out the agent and talk with the customer.
- Whisper: Click Whisper in the Operation column corresponding to an agent to whisper to the agent. (The customer is unaware of the talk between the inspector and the agent.)
In list mode, a maximum of three buttons are displayed in the Operation column corresponding to an agent. If there are more than three buttons, two buttons and the More button are displayed. Click More to view other buttons.
In chart mode, perform different inspection operations based on different agent states.
- Agent in Idle state
- Agent in Busy state
- Agent in Rest state
- Agent in Wrap-up state
- Agent in Talking state
View details about an agent.
- In list mode, click an agent and view the agent details on the Agent Details page that is displayed.
  Figure 8 Agent Details (in list mode)
- In chart mode, click an agent and view the agent sign-in details on the right of the page. Click View Details to view the agent details on the page shown in Figure 8.
  Figure 9 Agent Details (in chart mode)