Monitoring interactions and their agents in Team Monitoring

Team Monitoring is located within the Insights product area in Vonage Contact Center admin portal. For information about accessing and navigating Team Monitoring, see Accessing and navigating Insights products.

In this page

When you have accessed Team Monitoring, and have located and opened the dashboard you want to view, you can monitor the interactions your agents are working on.

Managing an agent's interactions

Find and select the agent whose interactions you'd like to manage in the dashboard. A detailed view of the agent opens in a sidebar. The sidebar contains the following information:

Information about the agent, such as agent name, a list of groups the agent is in, and a list of skills assigned to them (1).
The agent's presence state. You can optionally change their presence (2).
A list of interactions the agent is working with at this current time (3). The following information is displayed for each interaction:
- Address, such as a contact's number or display name for outbound calls or queue name for inbound interactions (4)
- The state of the interaction and the time since the state last changed (5)
- Type of interaction, for example, phone call or chat (6)
- A monitoring icon. For information about this icon, see the Monitoring an interaction section later in this page (7).
- A copy icon. For information about this icon, see the Copying an interaction's ID section later in this page (8).

Copying an interaction's ID

To copy an interaction's ID, click the copy icon alongside the interaction whose ID you want to copy in the agent's sidebar. The interaction's ID is copied to your clipboard.

Monitoring an interaction

Find and select the agent whose interactions you'd like to monitor in the dashboard. A detailed view of the agent opens in a sidebar. For information about the contents of the sidebar, see the Managing an agent's interactions section earlier in this page.

To monitor an interaction, locate the monitoring icon alongside the interaction you want to monitor and, if it is active, click the icon. In the dialog that appears, click one of the following monitoring modes:

Listen in. You can listen to the conversation between an agent and a contact. None of the participants is aware of being monitored.
Coach. You can listen to the conversation and you can talk to an agent. Only an agent is aware of your presence in the conversation.
Join. You can join the conversation in a conference mode, where all the parties can talk to each other.

Reasons you cannot monitor an interaction

If the icon is inactive you cannot monitor this interaction. Hover over the icon to see the reason you cannot monitor the interaction:

You can't monitor non-call interactions
You don't have permission to monitor calls

To monitor a call, you must have the interaction monitoring feature permission and the ability to work with interactions. Configure your own permissions or request that this is done for you. For information about configuring interaction monitoring, see Configuring Team Monitoring access.
You don't have permission to monitor this agent's calls
To monitor an agent's call, you must have access to one or more of the groups that the agent is in through group permissions.
You can't monitor this call as it did not originate in VCC
You can't monitor this call here as this agent is not in control of the call
An agent who is involved in a consult or in a conference cannot control the interaction. To monitor this call, select the controlling agent in the dashboard and try again.
You can't monitor this call as the agent is not connected to it
You can't monitor this call as the agent is already being monitored by another supervisor
You can't monitor this call as one or more of the participants are not connected
You can't monitor this call as it's waiting to be logged
You can't monitor this call as the agent is no longer connected to it
You can't monitor this call as you are already monitoring or working on another call
To monitor a call, you must not be working with or monitoring another interaction
You can't monitor this call as you are one of the participants
You can’t monitor this call as you are connected to another call or are not in a Ready state in ContactPad
To monitor a call, you must be logged in to ContactPad and not be working on another interaction. To log in to ContactPad, click Launch ContactPad in the bottom-right corner. If you are already logged in, to monitor this call, click ContactPad in the bottom-right corner and end your current interaction.

When you click a monitoring mode, your phone will ring and when you accept the interaction, you'll be added as another participant to the call. Your participant state in the interaction will appear as one of Monitoring - Listening In, Monitoring - Coaching, or Monitoring - Joined.