Monitoring a group

Real Time (legacy) is deprecated

Real Time (legacy) is now deprecated.

To create and manage agents and groups, use User Admin the VCC Admin Portal.
To monitor the performance of your Vonage Contact Center account, use Real-time Analytics, Historical Analytics, and Team Monitoring.
To monitor agents' interactions, log agents in to VCC, and change agents' states, use Team Monitoring.

For more information, see User Admin, Real-time Analytics, Historical Analytics, and Team Monitoring.

How do I monitor a group and its agents' activity?

A group is a collection of agents. You might group agents together by skill, for example. You can monitor a group using Real Time.

You can see the following information about a group that you have added to the Real Time desktop. For information on adding groups to the desktop, see Organizing the Real Time desktop.

The left side of the group displays the names of the agents in the group, a colored icon that represents the agents' states, and the number of groups that an agent is assigned to. You can perform the following tasks:
- To display an agent's minor state in the lower-right corner of the group along with how long they have been in that state, click the agent's name.
- To change an agent's state, right-click the agent's name. A menu of available states appears. Click the state you want the agent to be in.
- To add the agent to the Real Time desktop, double-click the agent's name.
The right side of the group displays the names of the major states and the number of agents in the group in those states. When you click a major state, the list of agents on the left side displays only the agents in that state.

In the example, Agent B is currently in the WrapUp state. The information in the lower-right corner shows that Agent B has been in this state for nearly three minutes. The right side of the group shows that 4 agents are in Ready state and 1 agent is Away.

Group information