Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Monitoring Management
Updated on 2024-10-12 GMT+08:00
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Monitoring Management

A tenant administrator can manage the monitoring content after the monitoring content configuration.

  • Monitoring Offline Messages
    The customer service representative can view the number of offline customers and offline messages in each channel to understand the business handling pressure, adjust agents, and improve service quality.
  • Monitoring Agents
    An inspector can monitor agents and dynamically adjust agent resources based on business requirements. A tenant administrator can monitor agent status but cannot perform inspection operations, such as skill queue adjustment, on agents.
  • Playing Recordings
    Inspectors can play and download call recording and video files.
  • Monitoring Indicators
    A tenant administrator can view data about the real-time overview, VDN, voice and video IVRs, skill queues, agents, and multimedia IVRs in the tenant space.
  • Monitoring Inbound Call Records
    A tenant administrator can view information about abandoned customer calls, calls requiring callback, and inbound calls.
  • Monitoring Call Links
    A tenant administrator can view call link information.
  • Querying Bidirectional Call Details
  • Viewing Agent Monitoring Operation Details
    A tenant administrator can view the connection operation details of agents in a tenant space.
  • Monitoring Call Details
    A tenant administrator can view call details.
Parent topic: Performing Agent Monitoring and Inspections