Monitor agents in real time

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The Agent Monitoring page lets you listen in on a call and view an agent’s screen in real time. Use live monitoring to ensure customer service quality and the agents’ proficiency in handling customer contacts and associated tools.

With live audio monitoring, you can hear (but not interact with) any party on a call. With live screen monitoring, you can view an agent’s screen activity, whether or not that agent is on a call. You can monitor only one agent at a time.

NOTE The Smart Desktop Client - Screen Recording Priority field on the QM Global Settings page lets you set where the screen recording takes place (at the thin client or endpoint/PC) when an agent is logged in to both. (See Configure QM global settings.)

Prerequisites

This feature is also available to Calabrio GovSuite users.

Your organization has one of these license combinations:
- Quality Management (QM)—Provides screen and audio monitoring
- Compliance Recording (CR) with the additional Monitoring license—Provides screen monitoring
- Workforce Management (WFM) with the additional Monitoring license—Provides screen monitoring
You have the Agent Monitoring permission.
(To use the Agent Monitoring Report button) You have the Agent Monitoring Report permission.
You have scope over the agents you want to monitor.
You are using Chrome, Firefox, or Edge Chromium as your browser.
(for live screen monitoring) Both you and the agent have the Live Screen Monitoring permission.
(for live screen monitoring) Smart Desktop is installed on agent PCs.
(for live audio monitoring) Both you and the agent have the Live Audio Monitoring permission.
(for live audio monitoring) The agent is currently on a call.
(for live audio monitoring) Calabrio ONE records agents’ calls through desktop recording (endpoint) or server recording (Cisco BiB or Avaya DMCC). Live audio monitoring is not available if your system uses gateway recording or CCaaS recording solutions where the CCaaS vendor records the audio (for example, Cisco Webex Contact Center or Cisco Webex Calling).
(for NAT environments only) The Calabrio ONE environment includes a configured STUN/TURN server.
Ports TCP/UDP 49152–65535 are open in your firewall.

Page location

Application Management > Global > Monitoring > Agent Monitoring

Procedures

Filter the list of agents

By default, the page displays all connected agents within your scope along with their current status. To more easily locate the agent you want to monitor, use the Group, Team, and Agent drop-down filters to narrow the list of agents.

Further narrow the list of agents by selecting the Show only connected users or Desktop Client check boxes.

Check box	What it shows you
Show only connected users	Agents who can be monitored right now. They are either Logged in to a computer that has Smart Desktop Capture installed and are connected to the Calabrio ONE app server or Recorded via network recording and associated with a device via the Device Associations page (see Associate phones with agents, recording groups, and recording types)
Desktop Client	Agents who are logged in to a computer that has Smart Desktop Capture installed.
Live Monitor	Agents who have the Live Screen Monitoring and/or Live Audio Monitoring permission.

Check box

What it shows you

Show only connected users

Agents who can be monitored right now. They are either

Logged in to a computer that has Smart Desktop Capture installed and are connected to the Calabrio ONE app server or
Recorded via network recording and associated with a device via the Device Associations page (see Associate phones with agents, recording groups, and recording types)

Desktop Client

Agents who are logged in to a computer that has Smart Desktop Capture installed.

Live Monitor

Agents who have the Live Screen Monitoring and/or Live Audio Monitoring permission.

You can also limit results by choosing the number of past days’ data to display.
Click Reset at any time to revert to the default filter settings.

Monitor an agent’s audio

You can hear audio only if the agent is on a call. Calabrio ONE does not track or provide call control for the session, but you can transfer the call to another device as you would a normal call.

PREREQUISITE Audio monitoring requires a QM license. It is not available with the Monitoring license.

NOTE Before starting a live audio monitor, always verify that the agent is logged in.

NOTE If you use a Cisco phone without a headset, you might need to lift the handset before beginning live audio monitoring.

Click the agent’s audio monitoring icon . The icon’s color indicates the agent’s monitoring status.

Color	What it means
Black	The agent can be monitored. The agent is configured for desktop recording and has Smart Desktop Client running on their PC with the correct permissions for live audio monitoring. The agent is configured for server recording and is assigned to a monitored device on the Device Associations page (Application Management > QM > QM Configuration > Device Associations).
Gray	The agent cannot be monitored. The agent is configured for desktop recording but is not logged in, does not have Smart Desktop Client running on their PC, or does not have the correct permissions for live monitoring. The agent is configured for server recording and is offline or not assigned to a monitored device on the Device Associations page (Application Management > QM > QM Configuration > Device Associations).
Green	The agent is being monitored.
Blinking yellow	The agent is available but for some reason cannot be monitored.
Red	There is a connection error, and the agent cannot be monitored.

To end the monitoring session, click the audio monitoring icon again.

Monitor an agent’s screen

Click the agent’s screen monitoring icon . The Live Screen Monitoring window opens. The icon’s color indicates the agent’s monitoring status.

Color	What it means
Black	The agent can be monitored. They have Smart Desktop Client running on their PC with the correct permissions.
Gray	The agent cannot be monitored. They are offline or do not have correct permissions.

Click Screen to start the monitoring session. Click Audio to monitor the agent’s call.
- If the agent locks their screen, the progress bar at the bottom of the window displays the pause icon.
- If the agent’s PC goes into sleep mode, the window stops displaying activity.
- Monitoring does not automatically resume when the agent logs back into their PC. To resume monitoring when the agent is logged back in, close the current window and reconnect.
To end monitoring, click Disconnect.

BEST PRACTICE To end monitoring, always click Disconnect before closing the Live Screen Monitoring window.

Export agent data

Click Export Agent List to export information about the agents who are displayed on the page in CSV format. The export file is named agents.csv.

Report on past monitoring sessions

The monitoring report contains information about which agents within your scope were monitored, who monitored them, and how.

(Optional) Filter the information on the page as needed. See Filter the list of agents for instructions.

Click Agent Monitoring Report (upper-right corner of the page). The file named AgentMonitoringReport.csv downloads to your device. The table below defines the fields in the file.

Field	Definition
Event	The monitoring event that occurred: either Start Monitor or End Monitor. Each monitoring session has two rows in the file, one for when it started and one for when it ended. If a session has a Start Monitoring event but no End Monitoring event, it is probably because the monitor closed the monitoring window without clicking the Disconnect button. A session might also have no End Monitoring event if there was a system outage during the monitoring session.
Type	The method of monitoring: either Audio or Video.
Timestamp	The date and time when the start or end event happened.
Agent Id	The unique Calabrio ONE user ID for the agent.
Agent Name	The first and last name of the person who was monitored.
Agent Email	The email address of the person who was monitored.
Supervisor ID	The unique Calabrio ONE user ID for the monitor.
Supervisor Name	The first and last name of the person who monitored the agent.
Supervisor Email	The email address of the person who monitored the agent.
Monitoring Session ID	A string of letters and numbers that is unique to the monitoring session. The start and end events for a session have the same session ID. To determine how long a monitoring session lasted, compare the Timestamp fields for the start and end events. This field is blank if the monitoring session happened before the reporting feature was built.

Why is an End event for a monitoring session missing from my monitoring report?

There are a few reasons why a monitoring session’s End event might not appear in the report export:

Reason	Solution
The monitor closed the monitoring session without clicking the Disconnect button.	Unfortunately, there is no way to recover the End event for this session.
A connection issue happened while the agent was logged in to Calabrio ONE.	Have the agent log out of Calabrio ONE and log back in.