Live Monitoring

The Live Monitoring page shows all your active agents and their contacts. You can:

  • Perform various actions on an agent.

  • Manage the agent skills and proficiency scores.

The Live Monitoring page also has search, filter, and sorting features.

To launch the CXone Supervisor app, click the app selector Icon for App Selector and select Supervisor Icon for CXone Supervisor.

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.

The Live Monitoring page contains a Skills tab, an Agents tab, and an Interactions tab.

Image of Live Monitoring page

Skills View

Using the Skills tab, you can get a detailed skills view of contacts in queue. This tab helps you identify the SLA percentage and the number of logged in agents for each skill. The SLA percentage is not supported for DFO contacts, so any DFO skill displays SLA value as 0%.

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

  • View all agents assigned to the selected skills and their proficiency score.

  • Filter agents list by categories—Assigned all, Assigned active, Assigned inactive, and Unassigned.

  • Search for any agents within the assigned categories.

  • For each agent, update the proficiency score.

  • Assign or unassign multiple agents from the skill.

  • Activate or deactivate multiple agents from the skill.

Bulk actions are advanced features and are available for free for a limited time.

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

Agents View

The Agents tab displays the active agents, their teams, their current state, the contact ID they are working on, contact duration, skills, and campaign. It also shows the real-time overall customer sentiment (if you have Real-Time Interaction Guidance license).

In this view, you can:

  • Manage agent proficiencies in different skills.

  • View contact handling settings for any agent.

To manage an agent:

  1. Click the app selector and select Supervisor.

  2. Click Live Monitoring.

  3. In the Agents tab, click the agent name.

    In the right panel, the agent's details are displayed in different tabs:

    • Contacts—Lists the assigned contacts.

    • Skills—Lists the agent's skills and proficiency score. You can:

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

      • Activate or deactivate skills for an agent.

      • Search any skills within the assigned categories.

      • Update the proficiency score.

      The changes are auto-saved.

    • Activity—Lists the agent's activities for the last 24 hours.

      By clicking on any activity, you can playback the recording (for voice activity) or view the transcript (for DFO digital chats).

    • Contact Handling—Lists the agent's delivery mode and current capacity to manage workload. In this tab, you can also view the number of contacts an agent can handle in different channels.

Interactions View

The Interactions tab shows the contact details such as contact information, contact duration, skills, campaign, team, and agent name. It also shows the real-time overall customer sentiment (if you have Real-Time Interaction Guidance license).

From this tab, you can:

  • View contact history.

  • View agent behavioral score (only available with the Real-Time Interaction Guidance license).

To view interaction details:

  1. Click the app selector and select Supervisor.

  2. Click Live Monitoring.

  3. In the Interactions tab, click any interaction.

    In the right panel, the contact details are displayed in these tabs:

    • Contact History—Lists the details of the currently selected contact. Includes all the historic data of all states until the current state (assigned to agent).

      When you click any contact in the Contacts tab while managing an agent, you will be directed to the Contact History tab.

    • Sentiment—This tab is only available with a Real-Time Interaction Guidance license. It displays the agents' behavioral scores if your organization uses Real-Time Interaction Guidance and has a license for Behavior Guidance.

Monitor Agents and Contacts

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

For any active contact, you can:

For any active agent, you can:

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