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Team Monitoring is a comprehensive tool for supervisors to monitor real-time performance. Supervisors can promptly identify and react to emerging trends, and adjust agent states to the dynamic demands of the contact center. A supervisor can create dashboards containing teams of agents who they add individually or by user groups or skills. On each dashboard, supervisors can see an agent's current presence and their active interactions. They can change the agent's presence and monitor their calls. Supervisors can also access embedded or linked associated Real-time Analytics dashboards. These dashboards enable them to quickly monitor the performance of their teamslocated within the Insights product area in Vonage Contact Center admin portal. For information about accessing and navigating Team Monitoring, see Accessing and navigating Insights products. |