Viewing Call Monitoring Information

To view call monitoring information, from the Management Portal navigation bar, click Call Monitoring

The Call Monitoring page displays the following:

Controls for requesting a monitoring session. For more information, see Monitor Calls.
A chart of active and queued calls for the queue that is currently selected in the Monitoring Filter panel on the left side of the page.

The Monitoring Requests/Calls Being Monitored table, which displays the two lists described in the following sections.

Note	If you resize the Call Monitoring window to a very narrow size, the Monitoring Requests/Calls Being Monitored table displays at the bottom of the window. It might appear that the table is missing, but you can see it if your scroll to the bottom of the window.

Calls Being Monitored List

The Calls Being Monitored list displays information about all calls currently being monitored in your enterprise.

Note	When a monitored call is transferred to a specific phone number (agent-to-DN transfer), it is removed from the Calls Being Monitored list and thus, the Coach and Barge In buttons are no longer available.

Calls Being Monitored List
Column	Description
Queue	The queue that received the call.
Site	The contact center location to which the call was distributed.
Team	The team to which the call was distributed.
Agent	The name of the agent being monitored or a numeric ID code if the call was answered by a capacity-based team resource instead of by a Webex Contact Center agent.
Monitoring Status	The status of the monitoring session: monitoring-started: The monitoring supervisor has picked up the phone. connected: The agent has picked up the call. CoachStarted: The monitoring supervisor has started coaching the agent. barged: The monitoring supervisor has barged in on the call.
Supervisor Name	The name of the person monitoring the call.
Supervisor Number	The phone number of the person monitoring the call.
Duration (mm:ss)	The number of minutes and seconds since the call arrived.
Action	Buttons that you can click to coach or barge in on a call that is being monitored, if authorized by your user profile.

Monitoring Requests List

The Monitor Requests list displays information about all monitoring requests in your enterprise.

If a monitoring request includes multiple queues, sites, teams, or agents, you can display a list of them in a tool tip by placing your mouse on a value in the Queue, Site, Team, or Agent column.

Monitoring Requests List
Column	Description
Request Type	The request types are: Continuous: The specified target (queue, team, site, or agent) is continuously monitored until the request is paused or canceled or until the monitoring duration is reached if the monitoring user specified a duration. You can point to the word Continuous to display a tooltip showing the duration of the monitoring request or Unlimited if no duration was specified. Scheduled: A call monitoring schedule for the specified target is set up and running. Ad-Hoc: The next call that matches the specified criteria is monitored.
Queue	The queues included in the request. If multiple queues are included, you can display a list of them by pointing to the value displayed in the column.
Site	The sites included in the request. If multiple sites are included, you can display a list of them by pointing to the value displayed in the column.
Team	The teams included in the request. If multiple teams are included, you can display a list of them by pointing to the value displayed in the column.
Agent	The agents included in the request. If multiple agents are included, you can display a list of them by pointing to the value displayed in the column.
Monitoring Status	The status of the monitoring session: Request Pending: The request is submitted. Monitoring: The supervisor has picked up the phone.
Supervisor Name	The name of the person who submitted the request.
Supervisor Number	The phone number of the person who submitted the request.
Action	Buttons that you can click to pause, resume, or cancel a monitoring request.