Overview of Team Monitoring

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 teams.

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 200 agents. These dashboards can have up to three 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. When a user has opened a dashboard, they search for and filter the agents they want to display at any time. They can also see an individual agent in more detail. For information about viewing dashboards, see Viewing a Team Monitoring dashboard.

Users can manage agents in each dashboard, performing tasks such as changing agents' presence and editing their skills and groups. 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.