Overview

The Monitor App is just one single page in the browser but it includes all the real time tools that you need to monitor your Call Center and Agents. If you are a CCS v1 user who has upgraded to v2 you will find this page quite familar. All the real time data you had in v1 is here in this Monitor App. Follow the Details link to see more details about the specific parts of the App. The App page is split into 3 sections.

Histogram Panel

The histogram panel is where the real time data for all ACD Skills selected in the Monitor Configuration panel is displayed. These histograms show dynamic activity for each Skill or the Call Center and are updated every second with new data. See the section on Skills for more details of what these histograms show and how to make the most out of them.

ACD Skill Panel

At the top of this panel all the ACD Skills you selected in the Monitor Configuration panel will be listed. You can select any one Skill, or the Call Center if it's in the list, and a range of dynamic data specific to that ACD Skill will be displayed. Parts of this panel are updated dynamically each second, other parts every 15 seconds or so. See the section on Skills for more details of what the panel shows and how to make the most out of the data.

The Histogram and ACD Skill panels can be resized using the splitter bar in-between them, and they will resize as best they can to suit the new dimensions.

Agent Panel

Every ACD agent logged onto the specific ACD Skill selected in the ACD Skill panel on the left side of the page will be included in this panel. When the Call Center is selected, All logged on ACD Agents are included. See the section on Agents for more details of what this panel shows and how to get the most out of the data.

Unlike the Histogram and ACD Skill panels, the Agent panel cannot be resized directly, it is automatically sized based on the width of the browser window

But obviously there are limits, if the page is resized to be too small some detail may be lost or displayed oddly.

Combine resizing the histogram and ACD Skill panels with the whole browser window to set up the Monitor App as it suits you.

^{* The screen shots above have been reduced by up to 50% to fit them into the help file. This is not a browser feature.}