Configuring Team Monitoring access
Only admin or supervisor users can access Team Monitoring. By default, users can create dashboards and add only agents who are in groups they have access to through group permissions. Also, they can add only Real-time Analytics dashboards they have access to.
To monitor interactions and their agents, users need additional permissions and settings.
To enable a user to monitor interactions, edit their feature permissions in User Admin. Alongside Interaction monitoring within the Insights section, select Yes. For information about configuring feature permissions in User Admin, see Configuring admin and supervisor feature permissions. The user must also be able to work with interactions — in other words, act as an agent. For information about enabling the user to work with interactions, see the How do I allow a user to act as agent to work with interactions? section in Configuring individual users.
For general assistance, please contact Customer Support.
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