Live Monitoring: Multi-ACD View

The multi-ACD view enables you to use the Supervisor application while integrated with non-CXone ACDs. This integration maintains a familiar interface as with the CXone ACD and supports all essential functionalities. The agent data is updated upon login or refresh.

The multi-ACD view is enabled for tenants which have these licenses enabled:

  • Recording > Third party telephony

  • Supervisor > Supervisor

Make sure you have all the multi-ACD permissions.

The multi-ACD live monitoring view applies the User-based view by teams. Users of restricted teams will not be shown on the Live Monitoring page. For more information about setting up these restrictions, refer User-based views documentation to know more.

The Live Monitoring page shows all agents and live segments, separated into two tabs, Agents & Segments.

Filters

You must apply the Team filter to view data on the Live Monitoring page. You can refine the data with additional filters to focus on relevant information. When you select filters, your preferences will be automatically saved for next time.

Additional filters include:

  • Direction

  • Agent state

  • Agent state duration

  • Segment state

  • Call direction (inbound/outbound/consult)

  • Segment duration

  • Segment state duration

  • Agent state duration

The Live Monitoring page provides optimal performance when you limit selecting up to 500 agents. If you have more than 500 agents, there can be some impact on the Live Monitoring multi-ACD page performance.

Agents Tab

The Agents tab displays the following information:

  • Agent state icon

  • Agent name

  • Agent state

  • Agent state duration

  • Team

  • Details of an active segment (Segment ID and Channel). It displays +1 in the details for multiple segments of the same agent.

  • Duration of the segment

Widgets:

  • Agents State: click to filter by state.

  • Longest Duration: click to sort by segment duration, with the highest duration at the top.

You can click on any of the grid headers to change the default sorting logic and apply multiple-level sorting by clicking the CTRL key as you select headers to sort by. The sorting order will be displayed on the grid headers. Clicking the arrows changes the sorting logic from ascending to descending. The default sorting is by Agent Name in ascending order.

Segments Tab

The Segments tab displays the following information:

  • Channel Icon and direction (inbound/outbound)

  • Segment ID

  • Segment duration

  • Agent name

  • State of the segment & duration

  • Contact ID for the segment

Widgets:

  • Contacts Handled: click to sort by Contact ID.

  • Longest Duration: click to sort by segment duration, with the highest duration at the top.

Monitor Agents and Segments

Currently, multi-ACD supports these actions:

  • Voice monitor: multiple supervisors can monitor the same agent.

  • Screen monitor: One supervisor can monitor one agent at a time, and multiple supervisors can monitor the same agent.

To ensure that the Supervisor application can monitor the agent's status at all times, you need to add a Recording Account of either AgentID or Extension to every employee profile. Use of AgentID for consistency and ease of management is recommended. This ensures that the Supervisor application can accurately monitor and display the agent's status, regardless of whether they are in a call or not.

Keep in mind,

  • You must have the right permissions to perform supervisor actions.

  • All monitoring actions are logged in the Activity Audit report and ACD monitoring report.

Monitor Voice

To start voice monitoring:

  1. Click the app selector icon of app selector and select Supervisor . Go to the Live Monitoring page.

  2. Hover over the active call in the Agent or Segment grid depending upon the tab you are in Live Monitoring.

  3. Click the Monitor Voice icon to start listening to the call.

    During Monitoring:

    • You can hear the agent and the customer, but they cannot hear you.

    • The voice monitoring action button will show an active indication on the agent’s and segments grid.

    • The monitoring details screen will display the segment ID, duration, and a live icon at the top. Customer and agent details will be shown in the center.

    • If the agent or customer goes on hold, the voice monitoring action button remains highlighted, indicating that monitoring is still active.

    When the call ends, the monitoring session also ends, and the voice monitoring icon will no longer be active.

  4. Stop the active voice monitoring by clicking the voice monitoring icon.

Monitor Screen

To be able to monitor an agent's screen, the following conditions need to be met.

  • CXone Recording Advanced license must be installed.

  • The Supervisor Monitor permission must be enabled.

    • To monitor an agent’s screen without an ongoing segment, the additional permission Monitor screen without contact must be enabled.

  • The agent must have the Can be Recorded (Screen) attribute assigned.

To start screen monitoring

  1. Click the app selector icon of app selector and select Supervisor . Go to the Live Monitoring page.

  2. Hover over the active call in the Agent or Segment grid depending upon the tab you are in Live Monitoring.

  3. Click the Screen monitoring icon

    • If the agent uses multiple screens, the active screen will be displayed with all screen tiles at the top.

    • Additional information, such as Segment ID, is displayed.

  4. To stop the active screen monitoring icon again to stop monitoring and close the screen monitoring tab.

In the Segments tab, for segments with multiple agents, the first agent is monitored automatically. To Screen Monitor a different agent, the action should be invoked from the Agents tab instead of selecting the desired agent explicitly.

Supervisors can Screen Monitor only one agent at a time. If a screen monitoring session is already active, selecting another Screen Monitor action will prompt a message asking whether they would like to switch to another agent.