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The features listed below require the user to have a Seat with a Supervisor Console license. |
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Monitor Agents
You monitor agents using the Agents panel located in the Contacts pane. This shows the real-time state of the agents you supervise and it allows you to change the state of an agent.
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In the Agents panel, click an agent in the Ringing state.
Click ANS. The call appears in the Call Console.
View Agents and Queues Statistics
You can view real-time statistics for the monitored call centers and agents assigned to you using the Dashboard window.
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