Page Comparison

Team Monitoring is available in the Vonage Contact Center admin portal, within the Insights product area. Both supervisors and admin users have access by default.

Users can see existing dashboards they have access to — their own and those that the owners have shared — in a table or as tiles. They can search for and filter dashboards, and mark them as favorites. For information about accessing and navigating dashboards in Team Monitoring, see Accessing and navigating Insights products.

Users can create private or shared dashboards, each with up to 50 agents. These dashboards can have up to 3 associated Real-time Analytics dashboards for quick access to their teams' performance. For information about creating dashboards, see Creating and editing dashboards in Team Monitoring.

Users can manage agents in each dashboard, performing tasks such as changing agents' presence. For information about managing agents, see Managing agents in Team Monitoring.

Users can also monitor interactions and the agents involved in those interactions. Both admin and supervisor users can use their configured phone number or WebRTC softphone to monitor calls. Interaction monitoring functionality includes detailed reporting within Real-time Analytics and Historical Analytics dashboards. For information about monitoring interactions and their agents, see Monitoring interactions and their agents in Team Monitoring.