Monitor employees
You can monitor and evaluate an ongoing interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. and screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. for a specific employee of interest.
The Monitor Employees Dashboard displays a list of your employees and their status. Using the status, you can view which employees are logged on to a phone, which are logged off, and which are currently on a call. According to the status, you can determine which employee to monitor.
You can only monitor employees in your visibility (assigned to the organization/groups over which you have scope).
Before you begin
Verify that in the User Management application you have the following privileges:
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Monitor by employee
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One or both of the following: Monitor audio, monitor screen
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View employees
Procedure
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Under Real Time, select Monitor Employees.
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To view specific employees in the dashboard Suite-wide unified dashboard that provides a single, quick view of valuable information across multiple applications., under Organizations do one of the following:
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To display a specific employee, click
or 
or 
and select the employee to display. -
To display employees associated with a specific organization, click
and select the organization. -
To display employees associated with a specific group, click
and select the group.
Up to 50 employees can be displayed per page. If more than 50 employees exist for your selection, use
to move back and forth between the pages. -
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In the dashboard, locate the employee to monitor according to the employee status.
If filters are defined based on the PBX ID, employees that do not meet the filter definitions are unavailable for monitoring.
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To start monitoring the employee in real time, double-click the employee to access the Real-Time Interaction Review workspace Area within an application window where the user interacts with the program..
If the employee is on a call, you can hear the conversation in the Real-Time Interaction Review workspace. This option is available if you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to monitor audio. If a screen recording is available, you can view the employee screen even if the employee is not on a call. This option is available if you have the privilege to monitor screens.
What to do next
Real-Time Interaction Review workspace