Live Monitoring: Focused View

In the Focused View, the Live Monitoring page shows all agents and contactsClosed The communication with the customer, handled by agent or chat bot over a single channel. A contact may consist of multiple segments. A single channel can be any voice or digital DFO channel such as chat, SMS, and so on. in specific teams. On this page, you can perform various monitoring actions. The Focused View is intended for conventional supervisors who need detailed and real-time information about a specific group of agents and contacts. This view has advanced filtering options.

The Live Monitoring page contains a Skills tab, an Agents tab, and a Contacts tab. You can search, filter, and sort the data on each tab. The widgets under each tab provide a bird's eye view of agents, skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, and contact states.

To learn more about the difference between the Focused view and Overall view, see here.

Filters

The Teams, Contact Skill, and Contact Campaign filters are the primary filters. You must apply at least one primary filter to view data on the Live Monitoring page.

The data displayed on this page is automatically filtered as per the data restrictions applied.

  • The Skills tab displays data as per the Campaign restrictions defined in the ACD data restrictions. See Manage Access to ACD Data.

  • The Agents and Contacts tabs display data as per the user-based restrictions defined in the user view assigned to you.

You can further refine the data with additional filters to focus on relevant information. When you apply filters, your preferences are saved.

FILTER

Description

Notes

Team

Shows all agents that are assigned to the selected teams.

Applicable to all tabs.

Skill Name

Shows all skills matching the selected skill names.

Only applicable to the Skills tab.

Contact Skill

Shows all agents that are currently handling contacts in the selected skills.

Only applicable to the Agents and Contacts tab.

Campaign Name

Shows all campaignsClosed A grouping of skills used to run reports. matching the selected campaigns.

Only applicable to the Skills tab.

Contact Campaign

Shows all agents that are currently handling contacts in the selected campaigns.

 Only applicable to the Agents and Contacts tab.
Channel

Shows all ongoing contacts matching the selected channel type.

 Only applicable to the Agents and Contacts tab.

Agent State

Shows all agents matching the selected states. The Unavailable category will select all breakdown codes as well.

 Only applicable to the Agents and Contacts tab.
Contact State

Shows all contacts matching the selected states.

 Only applicable to the Agents and Contacts tab.
Active/Inactive Contact

Shows all ongoing contacts currently focused (if Active is selected) or the contacts assigned to agents and not focused (if Inactive is selected).

 Only applicable to the Agents and Contacts tab.
Direction

Shows all ongoing contacts matching the selected direction - Inbound or Outbound.

 Only applicable to the Agents and Contacts tab.
SLA

Shows all skills matching the selected SLA value - In SLA or Out of SLA.

Only applicable to the Skills tab.

Customer Sentiment

Shows all contacts matching the selected Customer Sentiment value: Positive, Neutral, and Negative.

Only available to the licensed Real-Time Interaction Guidance users. Only applicable to the Agents and Contacts tab.
Contact Duration Shows all contacts that match the defined duration, where duration is counted from the minute the agent was assigned to the current time. Only applicable to the Agents and Contacts tab.
Contact State Duration

Shows all contacts that match the selected duration of the current contact state.

Only applicable to the Contacts tab.

For example, if a contact was active for 10 minutes and then put on hold for one minute, the contact state duration is 1 minute, whereas the contact duration is 11 minutes.

Agent State Duration

Shows all agents that match the selected duration for the current agent state.

 Only applicable to the Agents tab.

Skills Tab

Using the Skills tab, you can identify the SLAClosed Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities percentage and the number of logged-in agents for each skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

Image of Live Monitoring page showing data under the Skills tab

The Skills tab contains the following widgets:

There is also a grid that displays skill details such as:

  • Wait time of the longest contact in the skill.

  • The SLA percentage.

  • Number of contacts in queue.

  • Number of logged-in agents for each skill.

When you click a row in the grid, a panel appears to the right. In this panel, you can:

  • View all agents assigned to the selected skills, their proficiency score, their current state, and the duration they are in the current state.

  • Filter agents list by categories: Assigned to selected teams, Assigned active, Assigned inactive, Assigned to other teams, and Unassigned.

  • Search for any agents within the assigned categories.

  • Assign or unassign agents from the skill individually or in bulk.

  • Activate or deactivate agents from the skill individually or in bulk.

  • Update the proficiency score for each agent. You cannot update proficiency scores in bulk.

  • Filter the assigned agents by their state.

  • Change the agent state for agents in the Available and Unavailable states.

Make sure you have the right permissions to view and edit skills.

Agents Tab

The Agents tab displays agent details. The agents you see in this tab depend on the user view assigned to you.

Image of Live Monitoring page showing data under the Agents tab

The Agents tab contains the following widgets:

There is also a grid that displays agent details such as:

When you click a row in the grid, a panel appears to the right. The agent's details are displayed in the different tabs. Click icons in the panel to switch tabs.

  • Activity: Shows agent's state activities and contact information in the State tab and Contact tab respectively. You can also copy the contact details.

    By default, the State tab shows agent activities for the last 24 hours.

    Click View Activity Log to see historic agent state activities by selecting the required time period. You can also select another agent from the list. You can view activity details for up to 31 days at a time.

    You can print or export the data as a CSV file. Remember that you cannot print the data when the number of activities exceeds 200. In this case, use the Export as CSV option to export the data and then print the data from the CSV file.

    You can play back the recording (for voice activity) or view the transcript (for Digital Experience digital chats) to review the agent activity.

    The Contacts tab shows the contacts handled by the agent and details such as start time and contact duration.

  • Contacts: Shows agent's currently assigned contacts and monitors the contacts.

  • Skills: Shows agent's skills and proficiency score. You can:

    • Filter the skills list by categories: Assigned all, Assigned active, Assigned inactive, and Unassigned.

    • Search any skills within the assigned categories.

    • Assign or unassign skills for the agent individually or in bulk.

    • Activate or deactivate skills for the agent individually or in bulk.

    • Update the proficiency score. The changes are auto-saved. You cannot update proficiency scores in bulk.

  • Contact Handling: Shows contact handing settings such as agent's delivery mode, current capacity to manage workload, and the number of contacts an agent can handle in different channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on..

  • View Schedule: This tab is available only if you have CXone WFM license. Shows agents' daily schedules to know their current and upcoming activities for the day.

    To see the agent schedule, you will have to enable the Viewpermission under WFM > Scheduling > Schedule Manager. ​

Contacts Tab

Image of Live Monitoring page showing data under the Contacts tab

The Contacts tab contains the following widgets:

There is also a grid that displays contact details such as:

When you click a row in the grid, a panel appears to the right. The contact's details are displayed in different tabs. Click icons in the panel to switch tabs.

  • Contact History: Shows all states of the active contact leading up to the current state that is assigned to an agent.

  • Real-Time Interaction Guidance: Shows the agent's behavioral scores for CSAT or sales effectiveness if your organization uses Real-Time Interaction Guidance and has a license for Behavior Guidance.

Monitor Agents and Contacts

From the Agents or Contacts tabs, you can monitor agents or contacts.

Mary is a supervisor at a contact center. She wants to monitor all activities of her agents to keep a check on their performance.

Using the Live Monitoring page in CXone Supervisor, Mary can monitor and interact with agents and view their performance in real time. She can discretely listen to their interaction and monitor their screen. She can also coach them while they are interacting with customers.

For any active contact, you can:

For any active agent, you can:

You can only see buttons for actions you have permission to use.