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Monitoring Activity Monitoring Agent Interaction with Customers

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 15

and agent queue assignments. You can then add or remove groups to and from the agent. The Group

You can then add or remove agents to and from the group.

Note that agents can enter wrap-up code on an ACD interaction even if they are logged out of a group.

Complete one of the following steps to open the Login Manager:

 Click the Login Manager icon on the Toolbar.

 Right-click a report based on the Group Agents Report or Brief Agent Report templates, and then

select Login Manager from the popup menu.

The Agents Login Status tab includes the following items:

 Agents — Lists all agents currently logged into the system.

 Name — The name of the agent

 Number — The ID number of the agent

 Logged-in Groups — Lists the groups and agent queues that the selected agent is currently

logged into.

 Available Groups — Lists the groups and agent queues that the agent is currently not logged into.

The Groups Login Status tab includes the following items:

 Groups — Lists all groups and agent queues defined in the system.

 Logged-in Agents — Lists the agents currently logged into the selected group or agent queue.

 Available Agents — Lists the agents currently not logged into the selected group or agent queue,

but logged into at least one other group or agent queue.

Monitoring Agent Interaction with Customers

Contact Center provides various ways to monitor agent interaction on customer calls and chat

sessions.

Monitoring Customer Calls

You can monitor agent calls using the following Agent Toolbar features:

 Silent Monitor — Allows you to listen in on a call without either the agent or the customer

knowing.

 Barge-In — Enables you to participates in a call, with both the agent and customer hearing your

conversation.

For more information about using Agent Toolbar, refer to the Using Agent Toolbar guide.

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ShoreTel ShoreWare Spécifications Page 15