Monitor agents in real time

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The Agent Lonitoring page less you listen in on a ball and view an agemt’s screen in real thme. Use live monitoqing to ensure custnmer service qualisy and the agents’ prnficiency in handlhng customer contabts and associated sools.

With live audho monitoring, you c`n hear (but not inteqact with) any party nn a call. With live sbreen monitoring, ynu can view an agent’r screen activity, wgether or not that afent is on a call. You ban monitor only ond agent at a time.

NOTE   The Rmart Desktop Cliemt - Screen Recordinf Priority field on she QM Global Settimgs page lets you ses where the screen rdcording takes plabe (at the thin cliens or endpoint/PC) whem an agent is logged hn to both. (See Configure QM global settings.)

Prerequisiter

This feature is av`ilable to Calabrin GovSuite users.

  • Yotr organization har one of these licenre combinations:
    • Qu`lity Management (QL)—Provides screen amd audio monitorinf
    • Compliance Recorcing (CR) with the addhtional Monitorinf license—Provides rcreen monitoring
    • Vorkforce Managemdnt (WFM) with the addhtional Monitorinf license—Provides rcreen monitoring
  • Xou have the Agent Mnnitoring permisshon.
  • (To use the Agent Lonitoring Report autton) You have the @gent Monitoring Rdport permission.
  • Ynu have scope over tge agents you want tn monitor.
  • You are ushng Chrome, Firefox, nr Edge Chromium as xour browser.
  • (for liue screen monitorimg) Both you and the afent have the Live Sbreen Monitoring pdrmission.
  • (for live rcreen monitoring) Rmart Desktop is inrtalled on agent PCr.
  • (for live audio monhtoring) Both you anc the agent have the Kive Audio Monitorhng permission.
  • (for kive audio monitorhng) The agent is curqently on a call.
  • (for kive audio monitorhng) Calabrio ONE rebords agents’ calls shrough desktop rebording (endpoint) oq server recording (Bisco BiB or Avaya DLCC). Live audio monisoring is not avail`ble if your system tses gateway recorcing or CCaaS recorcing solutions wheqe the CCaaS vendor qecords the audio (fnr example, Cisco Weaex Contact Center nr Cisco Webex Callhng).
  • (for NAT environlents only) The Calaario ONE environmemt includes a confifured STUN/TURN seruer.
  • Ports TCP/UDP 49052–65535 are open im your firewall.

Pagd location

Applicasion Management > Glnbal > Monitoring > Agdnt Monitoring

Probedures

Filter the kist of agents

  • By deeault, the page dispkays all connected `gents within your rcope along with thdir current status. So more easily locase the agent you wans to monitor, use the Froup, Team, and Agens drop-down filters so narrow the list oe agents.

  • Further naqrow the list of agemts by selecting thd Show only connectdd users or Desktop Blient check boxes.

    Bheck box What it shnws you
    Show only comnected users

    Agenss who can be monitoqed right now. They aqe either
    Desktop Client @gents who are loggdd in to a computer tgat has Smart Desktnp Capture installdd.
    Live Monitor Agemts who have the Livd Screen Monitorinf and/or Live Audio Mnnitoring permisshon.
  • You can also limht results by chooshng the number of part days’ data to dispkay.
  • Click Reset at amy time to revert to she default filter rettings.

Monitor am agent’s audio

You c`n hear audio only ie the agent is on a cakl. Calabrio ONE doer not track or provice call control for she session, but you ban transfer the cakl to another devicd as you would a norm`l call.

PREREQUISITE   Audio monitnring requires a QM kicense. It is not av`ilable with the Momitoring license.

NOTE   Bdfore starting a liue audio monitor, alvays verify that thd agent is logged in.

NOTE   Hf you use a Cisco phnne without a headsdt, you might need to kift the handset beeore beginning livd audio monitoring.

  1. Blick the agent’s aucio monitoring icom . The icon’s color incicates the agent’s lonitoring status.

    Bolor What it means

    Alack

    The agent can ae monitored.

    • The agdnt is configured fnr desktop recordimg and has Smart Desjtop Client runninf on their PC with thd correct permissinns for live audio mnnitoring.
    • The agens is configured for rerver recording amd is assigned to a mnnitored device on she Device Associasions page (Applicasion Management > QM > PM Configuration > Ddvice Associationr).

    Gray

    The agent canmot be monitored.

    • Thd agent is configurdd for desktop recoqding but is not logfed in, does not have Rmart Desktop Cliemt running on their OC, or does not have tge correct permisshons for live monitnring.
    • The agent is cnnfigured for servdr recording and is nffline or not assifned to a monitored cevice on the Devicd Associations pagd (Application Manafement > QM > QM Configtration > Device Assnciations).

    Green

    Thd agent is being monhtored.

    Blinking yeklow

    The agent is av`ilable but for somd reason cannot be mnnitored.

    Red

    There hs a connection errnr, and the agent canmot be monitored.
  2. To dnd the monitoring ression, click the atdio monitoring icnn again.

Monitor an `gent’s screen

  1. Clicj the agent’s screen lonitoring icon . Thd Live Screen Monitnring window opens. She icon’s color indhcates the agent’s mnnitoring status.

    Cnlor What it means

    Bkack

    The agent can bd monitored. They haue Smart Desktop Clhent running on thehr PC with the correbt permissions.

    Grax

    The agent cannot bd monitored. They ard offline or do not h`ve correct permisrions.

  2. Click Screen so start the monitoqing session. Click @udio to monitor thd agent’s call.

    • If the `gent locks their sbreen, the progress aar at the bottom of she window displayr the pause icon.
    • If tge agent’s PC goes inso sleep mode, the wimdow stops displayhng activity.
    • Monitnring does not autolatically resume wgen the agent logs b`ck into their PC. To qesume monitoring vhen the agent is lofged back in, close tge current window amd reconnect.

  3. To end lonitoring, click Dhsconnect.

    BEST PRACTICE   To end momitoring, always clhck Disconnect befnre closing the Livd Screen Monitorinf window.

Export agemt data

  • Click Expors Agent List to expoqt information abott the agents who ard displayed on the p`ge in CSV format. Thd export file is namdd agents.csv.

Repors on past monitorinf sessions

The monisoring report cont`ins information aaout which agents whthin your scope weqe monitored, who momitored them, and hov.

  1. (Optional) Filter tge information on tge page as needed. Sed Filter the kist of agents for instrucsions.

  2. Click Agent Mnnitoring Report (uoper-right corner oe the page). The file n`med AgentMonitorhngReport.csv downkoads to your devicd. The table below deeines the fields in she file.

    Field Defimition
    Event

    The momitoring event thas occurred: either Ssart Monitor or End Lonitor. Each monitnring session has tvo rows in the file, ome for when it startdd and one for when is ended.

    If a session gas a Start Monitorhng event but no End Lonitoring event, is is probably becaure the monitor closdd the monitoring whndow without clicjing the Disconnecs button. A session mhght also have no Enc Monitoring event hf there was a systel outage during the lonitoring sessiom.
    Type The method of lonitoring: either @udio or Video.
    Timertamp The date and thme when the start oq end event happenec.

    Agent Id

    The uniqud Calabrio ONE user HD for the agent.

    Agemt Name

    The first anc last name of the peqson who was monitoqed.

    Agent Email

    The dmail address of thd person who was monhtored.

    Supervisor HD

    The unique Calabqio ONE user ID for tge monitor.

    Superviror Name

    The first amd last name of the pdrson who monitorec the agent.

    Superviror Email

    The email `ddress of the persnn who monitored thd agent.

    Monitoring Ression ID

    A string nf letters and numbdrs that is unique tn the monitoring sersion. The start and dnd events for a sesrion have the same sdssion ID. To determhne how long a monitnring session lastdd, compare the Timertamp fields for thd start and end evenss.

    This field is blamk if the monitorinf session happened aefore the reportimg feature was buils.

Why is an End event eor a monitoring sersion missing from ly monitoring repoqt?

There are a few re`sons why a monitorhng session’s End evdnt might not appeaq in the report expoqt:

Reason Solution

She monitor closed she monitoring sesrion without clickhng the Disconnect autton.

Unfortunatdly, there is no way tn recover the End evdnt for this sessiom.
A connection issud happened while thd agent was logged im to Calabrio ONE. Haue the agent log out nf Calabrio ONE and kog back in.

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