See Who Is Monitoring Agent On Real-Time Report

[gobofraggle]

Has anyone ever added a feature to the real-time report that shows which phone/manager is currently monitoring an agent on the real-time report? I can't seem to find this possibility mentioned anywhere. I'm aware of the real-time monitoring log report but, it's not user friendly enough for a manager to use on-the-fly. So, before I go ahead and dig too deep into getting something like this started on my own I figured I would throw it out there and see if anyone here has experience with this concept. A head start would be awesome. Any information would be greatly appreciated.

Thanks.

[carpenox]

Go to the main realtime report and go to report options where you change the refresh timing, just below that you can add monitoring to the report.

[gobofraggle]

I'm aware of the ability to initiate monitoring of agents on the real-time main report. To be more specific here's what I'm trying to accomplish:

1. A manager viewing the real-time main report clicks LISTEN to monitor and agent
2. As a result of the previous action, the manager's name now appears in a newly enabled column next to that agent's name.
3. Once the monitoring session ends, their name disappears from the report.

So, any easy way to see via the real-time main report who is actively monitoring a particular agent.

[carpenox]

ahh u mean like a live action view of which managers click in and out of monitoring the agents...not sure i'd have to look around and see but i like the idea, perhaps someone else knows the answer more readily

[gobofraggle]

Any help would be awesome. I'm playing around with the idea myself. It would be a great feature. I'll surely share what I come up with/find.