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.
• Monitoring Agents (Integration with the Dynamics)
  
• Playing Recordings
  Inspectors can play and download call recording and video files.
• Monitoring Indicators
  Inspectors can view data about the real-time overview, VCCs, voice and video IVR, skill queues, agents, multimedia IVR, and cases in the tenant space.
• Monitoring Inbound Call Records
  Inspectors can view information about abandoned customer calls, calls requiring callback, and inbound calls.
• Monitoring Full-Link Call
  Inspectors can view full-link call information.
• Querying Bidirectional Call Details
  
• Viewing Agent Monitoring Operation Details
  Inspectors can view connection operation details of agents in a tenant space.
• Monitoring Call Details
  Inspectors can view call details.