Monitor Queues, Agents, Interactions, and Service Levels¶

To access the Monitor section, you must be an App Owner, App developer, App Tester, or Supervisor; or have the Monitor Console – permission set to Yes. See Role Management for more.

The Monitor tab lets you monitor live conversations between agents and customers and displays four views: Queues, Agents, and Interactions.

The Queues section displays the conversation summary between agents and customers per queue. You only have access to the queues you are part of; and to the agents assigned to the same queues as you.
The Agents section lets you view agent performance metrics and monitor agent-specific live conversations. Listed agents belong to the same queues you are also assigned to.
The Interactions section displays all interactions live in Contact Center AI and assigned to agents on the console.

Note

Your Monitor access is restricted to the Queues that you are assigned to.
1. A pop-up message appears when the user selects the Monitor tab if the Contact Center Permissions are disabled for them.

Queues¶

In this section, you can see all the assigned queues. The dashboard shows the number of conversations waiting, the number of engaged conversations, and a summary of agents assigned to the queue along with their current status. The supervisor can see the average wait time, max wait time (an indicator of peak load handling capacity), and drop-off rate.

Selecting the sort icon enables you to sort the columns in ascending/descending order. The default sorting is by Queue Name.

To monitor the agents:

On the Monitor tab, select the Queue tab.
On the left menu, select a queue that you want to view.
The queue screen appears as shown:
Select the agent name. The detailed screen of the agent conversation opens up on the right.

Chat, Messaging, and Voice:

The assigned agent’s name appears immediately upon assignment, even if the agent hasn't sent a response.

Filter¶

Create a Filter¶

Select the Filter option.
Select New Filter.
Select the Queues, Channels, Type, State, and Languages.

Note

You can select from agent groups (list of agents), search for agents, and select from dynamic sub-filters.

Select from the following options:
1. Clear - Clears the selection.
2. Save & Apply - Saves the filter, and it appears when selected.
3. Apply - Applied for one instance and not saved. 4. Select Save & Apply.
On the pop-up window, enter a name (up to 20 characters) for the filter and select Save & Apply.

A confirmation message appears and saves the filter.
Select Saved Filters. By default, the system shows the following:
- The Waiting with Agents and Waiting in Queue quick filters are pre-selected. These filters can be edited and deleted.
- You can select up to four quick filters. Quick filters appear along with unsaved filters.
- If you set a filter as default but isn't selected as a quick filter, the system treats it as a quick filter.
- You can't disable a quick filter while it's a default filter. To disable the quick filter, first remove the default filter.

Edit Filter¶

Steps to edit a filter:

Select the Filters tab. The Saved Filter name appears.
Select Edit.
Make the necessary changes and select Save & Apply.

A confirmation message displays and updates the filter.

Copy Filter¶

Select Duplicate.
On the Rename Filter window, enter a name for the filter and select Save.

A confirmation displays and creates a copy of the filter.

Mark as Default¶

Select Mark as Default.

A confirmation message displays and marks the filter as default.

Delete Filter¶

Select Delete.
A Delete Filter message appears. Select Delete.

A confirmation message displays and deletes the filter.

Join a Conversation¶

Supervisors can monitor live conversations between agents and customers. The supervisor can view the agent engagement metrics of the agent. At any point, the supervisor can view details of the agent-customer conversation, or the supervisor can manually assign the agent to another available agent.

Manually Assign Conversations from the Queue to an Agent¶

Steps to assign a conversation from the queue to an agent (including themselves):

Select the conversation from the Queue on the right pane and select Assign.
A pop-up appears. Select the agent and assign the conversation to that agent.
Select Mark as priority (optional) and select Assign.

Note

Manual assignments ignore skill-based routing and restrictions related to the maximum number of slots.

Change Queue for a Conversation¶

Supervisors can change the queue for a conversation. They can move a conversation to a different queue and prioritize it by placing it at the top.

Steps to change the queue for a conversation:

Go to MONITOR > QUEUES.
Select a queue and then select the conversation.
Select Change Queue.
On the Change Queue pop-up window, select the Change Queue from drop-down, select a queue, and then select Change Queue. Select Mark as priority to place the conversation at the top of the list in the destination queue.
Notes
- On transferring a conversation, the count of waiting conversations decreases in the original queue and increases in the destination queue.
- By default, the position of the conversation in the queue is determined based on the conversation’s arrival time in the original queue.
- Transferring a conversation from the current queue to a different queue is recorded for reporting purposes.

View Voicemails¶

When a call converts to a voicemail, it displays in the Monitor tab. Supervisors can view voicemails in waiting status and Assign to an agent or Change Queue.

Transfer all Calls/Chats/Emails in Agent Queue¶

Supervisors can transfer or end multiple conversations at once across all supported digital channels, including chat, email, and voice. It improves workload management by allowing bulk actions directly from the Monitor tab. By default, the option is disabled for Agents and Custom roles. Supervisors, Admins, Owners, and App Developers can access the feature when permissions are explicitly granted—role-based permissions control access.

Steps to transfer all Calls/Chats/Emails in the Agent Queue:

Open the Monitor tab.
Select a queue. A panel appears with all active and waiting conversations.
Select ⋮ menu in the top corner of the panel.
Choose one of the following options:
- Transfer Conversation
- Force Close

Transfer Conversations to a Queue¶

Selecting Transfer Conversations activates multi-selection mode.
Select the Queue option and select one or more conversations. An option to select all or clear the selection is available.

Note

At least one conversation must be selected to proceed.
A bottom action bar appears, displaying a Transfer option.
From the queue dropdown, choose a destination queue.
Select Transfer. The selected conversations are reassigned to the chosen queue.

Note

If a conversation in the queue honors the agent wait time, it is not available for bulk transfer.

Force Close¶

Selecting Force Close activates multi-selection mode.
Select one or more conversations.
Note
- At least one conversation must be selected to proceed.
- When a conversation is force-closed—either individually or through a bulk action—a system-generated disposition is automatically attached to the conversation. This behavior applies to both indefinite and timed slot release scenarios.
- If an agent has already selected a disposition for a conversation before it is force-closed, the agent-selected disposition isn't saved. The system-generated disposition is applied instead.
A bottom action bar appears, displaying a Force Close icon.
Select Force Close.
A confirmation pop-up displays. Select Confirm. The selected conversations close across their respective channels.

Post-Action Behavior¶

After completing the transfer or end actions, the interface:

Exits selection mode.
Updates the conversation list.

Agents¶

You can check agent details and monitor and intervene in ongoing conversations. Agents in this section restrict to those assigned to the same queues as you. A list of conversations handled by the agents appear with parameters such as state, load, first response, average response, Average Handle Time (AHT), etc.

Selecting the sort icon enables you to sort the columns in ascending or descending order. The default sorting is by State.

Note

Sorting is unavailable for automation interactions. Removing offline agents improves performance when sorting by load, but offline agents aren't visible in this mode.

The following metrics and their total counts appear:

Completed: Count of interactions completed and closed by the agent.
Transferred: Count of interactions an agent has transferred to a queue or another agent.
Rejected: Count of interactions explicitly rejected by an agent.
Unanswered: Count of interactions assigned to an agent where the agent didn't pick up the interaction within the acceptance timeout.

The channel selection status appears on the Agents tab beside the Agent’s name. Active channels appear in Green and the disabled channels appear in Gray color.

If an agent selects a channel and logs out at the end of the day, the previously selected channel persists when the agent starts a new session. Active channels appear in green, while disabled channels appear in gray for the supervisor.

Hovering over an agent’s name displays a pop-up with the following information:
- Agent status (for example, Available, Busy, Inactive).
- Agent Name and profile icon, email ID, phone number, role.
- Skills assigned to the agent.
- Queues associated with the agent.
- Agent Groups the agent is part of.
The load capacity indicator displays the agent’s overall load capacity. Hovering over the load shows the channel-wise load capacity-for example, Live Chat ⅔ (2 slots out of 3 defined slots engaged) and the total digital conversation limit.
On the monitor tab, select an agent on the left side. The supervisor can view the agent’s ongoing conversation on the right and check the engagement metrics.
On the right window, Select the agent’s name. Another window opens to the right. To check the agent engagement metrics, on the right window, select the down arrow:

Chat, Messaging, and Voice:

Email:
For a selected agent, the supervisor can check the agent profile, chat with the agent, change the queue, and assign the conversation to other agents:

Filters¶

Create Filter¶

Select Filter.
Select New Filter.
Select the Status, Agents, Skills, and Roles.

Select from the available options:
- Clear - Clears the selection.
- Save & Apply - Saves the filter, and it appears when selected.
- Apply - Applied for one instance and not saved.
Select Save & Apply.
On the pop-up window, enter a name (up to 20 characters) for the filter and select Save & Apply.

A confirmation message appears and saves the filter.
Select Saved Filters. By default, the system shows the following:
- The Waiting with Agents and Waiting in Queue quick filters are pre-selected. These filters are editable and can deletable.
- You can select up to four quick filters. Quick filters appear along with unsaved filters.
- If you set a default filter but not select it as a quick filter, the system treats it as a quick filter.
- You can't disable a quick filter while it's a default filter. To disable the quick filter, first remove the default filter.

Edit a Filter¶

Steps to edit a filter:

Select the Filters tab. The Saved Filter name appears.
Select Edit.
Make the necessary changes and select Save & Apply.

A confirmation message appears and updates the filter.

Copy a Filter¶

Select Duplicate.
On the Rename Filter window, enter a name for the filter and select Save.

A confirmation appears and creates a copy of the filter.

Mark as Default¶

Select Mark as Default.

A confirmation message appears and marks the filter as default.

Delete a Filter¶

Select Delete.
A Delete Filter message appears. select Delete.

A confirmation message appears and deletes the filter.

Auto Refresh When Applying Filters¶

When a supervisor applies a filter, the page refreshes at fixed intervals to verify real-time data accuracy. For example, changes in agent status appear after the auto refresh, keeping the data up to date. The page refreshes every 10 seconds to update data changes. Supervisors can pause updates by selecting Pause.

Selecting Play resumes updates.

A confirmation appears on completing the refresh, and shows the updated data.

Note

The system doesn't immediately update changes to the data (for example, new interactions and status changes). These changes appear after the next auto-refresh.

Transfer all Calls/Chats/Emails to a Human Agent¶

Supervisors can transfer or end multiple conversations at once across all supported digital channels, including chat, email, and voice. It improves workload management by allowing bulk actions directly from the Monitor tab. By default, the option is disabled for Agents and Custom roles. Supervisors, Admins, Owners, and App Developers can access the feature when permissions are explicitly granted—role-based permissions control access.

Transfer Conversations to a Human Agent¶

Steps to transfer all Calls/Chats/Emails in the Agent Queue:

Open the Monitor tab.
Select a Agents tab. A panel appears with all active and waiting conversations.
Select ⋮ in the top corner of the panel.
Choose one of the following options:
- Transfer Conversation
- Force Close
Selecting Transfer Conversations activates multi-selection mode.
Select Agent and select one or more conversations.

Note

At least one conversation must be selected to proceed.
A bottom action bar appears, displaying a "Transfer" option.
From the agent dropdown, choose an agent.
Select Transfer. The system reassigns the selected conversations to the chosen queue.

Note

Conversations cannot be transferred when the agent is on a live call.
Conversations cannot be transferred to offline agents.
Blended agents must be configured to transfer digital and voice conversations together.
A pop-up appears when a conversation is transferred to an agent who has reached full capacity. Select Transfer to assign the conversation to the agent.
Conversations in the TERMINATED, TRANSIENT_DROPOFF, and TRANSIENT_CLOSED states cannot be transferred or selected. A disabled cursor appears on hover, and these conversations are excluded when users click Select All.

Force Close¶

Selecting Force Close activates multi-selection mode.
Select one or more conversations.
Note
- At least one conversation must be selected to proceed.
- When a conversation is force-closed—either individually or through a bulk action—a system-generated disposition is automatically attached to the conversation. This behavior applies to both indefinite and timed slot release scenarios.
- If an agent has already selected a disposition for a conversation before it is force-closed, the agent-selected disposition is saved. The system-generated disposition are applied instead.
A bottom action bar appears, displaying a Force Close option.
Select Force Close.
A confirmation pop-up is displays. Select Confirm. The selected conversations close across their respective channels.

Post-Action Behavior¶

After completing the transfer or end actions, the interface:

Exits selection mode.
Updates the conversation list.

Check Profile¶

You can access the profile by either selecting the agent or hovering over the agent.

Steps to check the agent profile:

There are three tabs, Profile tab, Settings tab, and Queue & Skills tab.

On the Profile tab, check or edit the profile of the agent.
Select Save.

Settings Tab¶

On the Settings tab, you can configure the chat experience and voice experience settings.

For chat experience, you can enable chat settings. If enabled you can define the properties of the chat request, for example, max chats = 5. You can choose the language and the proficiency level.

Similarly, for voice experience, you can enable voice settings. If enabled, you can define the properties of the voice request. You can choose the language and the proficiency level.

Queues & Skills Tab¶

On the Queues & Skills tab, you can configure the Queues and Skills settings.

Queues¶

You can select the default queue and the preferred queue.

Skills¶

You can select the Proficiency level of the skill.

Chat with an Agent¶

To chat with an Agent:

Select the Chat option. A pop-up chat window appears, where the supervisor can type messages for the agent.

Mark Offline¶

You can mark an agent as offline to prevent assigning the agent to any other customers.

Logout¶

Force Logout is a feature that lets the agent to free up and the ongoing customer engagements can be re-assigned to other agents.

Join a Conversation¶

Supervisors can monitor live conversations between agents and customers. The supervisor can view the agent engagement metrics of the agent. At any point, the supervisor can Join a conversation (conference) and view details of the agent-customer conversation.

Steps to Join a conversation:

On the right pane, select Join Conversation.
A confirmation pop-up appears. Select Confirm to join.

Listen and Whisper [Voice Calls]¶

Listen and Whisper functionalities enhance supervisors’ oversight and support capabilities in real-time voice conversations.

Listen: This lets supervisors to discreetly monitor live voice conversations between agents and customers. By enabling this feature, supervisors can stay informed about ongoing interactions without participating directly, ensuring they're always aware of the dialogue and can step in if necessary.

Whisper: This functionality provides a means for supervisors to give real-time guidance to agents without the customer hearing the communication. Supervisors can use the whisper functionality to offer immediate support or corrective instructions, enhancing the agent’s performance and the overall quality of customer interaction.

Steps to Listen and Whisper Voice Conversations:

Go to MONITOR > AGENTS > Select the conversation that you want to Listen to & Whisper.

A conference icon displays if multiple participants are on the call. The Listen & Whisper and Join options are disabled.
Select Listen & Whisper.
You can listen to the conversation between the customer and the agent. Select Whisper to Agent to whisper to the agent.

A confirmation displays that whisper mode is enabled.

When a supervisor whispers, an indication appears at the top of the live interaction, and the transcript displays in yellow.
Select Stop Whispering to end the Listen and Whisper Session.

When a supervisor stops listening to a conversation, the message Listen session ended displays.

The transcripts aren't real-time. Select the Refresh icon to refresh the transcript.

Interactions¶

You can view all live interactions on the Contact Center AI console. This view includes only interactions that involve agent transfers. Selecting the sort icon lets you to sort the columns in ascending/descending order. A summary of the interactions view is as follows:

Note

Agents are not listed in Agent Transfers when the Chat and Email channel slots are set to zero.

Manually Assign Conversations to an Agent and Change Queue¶

Supervisors can assign conversations to an agent, and change queues for conversations. Select an Ongoing conversation to view the Assign and Change Queue options.

Supervisors can also view an agent’s engagement metrics.

Manually Assign a Bot-led Conversation to an Agent or Queue¶

Supervisors can assign bot-led conversations to an agent or a queue. To do so, select an Ongoing conversation and then select Assign.

In the Assign Conversation pop-up window, select Agent/Queue, select the agent or queue from the dropdown, mark as priority if required, turn on the message to customer toggle if you want to send a message to the customer, and select Assign.

Filters¶

Create Filter¶

Select Filter.
Select New Filter.
Select the Status, Agents (bot-led interactions disabled), Skills, Queues, Channels, Type, and Language.

Select the Status, Participants (bot-led interactions enabled), Skills, Queues, Channels, Type, and Language.

Note

Bot-led interactions don't appear by default, even when bot-led interaction permission is enabled for a role. To view these interactions, supervisors must explicitly select 'Automation' or 'Automation/Agents' from the Participant filter. The default setting remains "Agent" regardless of permission settings to prevent supervisors from being overwhelmed with automation conversations. This keeps automation conversations hidden unless specifically requested while maintaining the flexibility to include them when needed.

Select from the available options: * Clear - Clears the selection.
* Save & Apply - Saves the filter, and it appears when selected.
* Apply - Applied for one instance and not saved.
Select Save & Apply.
On the pop-up window, enter a name (up to 20 characters) for the filter and select Save & Apply.

A confirmation message displays and creates the filter.
Select Saved Filters. By default, the system shows the following:
- The Waiting with Agents and Waiting in Queue quick filters are pre-selected. These filters are editable and can be deleted.
- You can select up to four quick filters. Quick filters appear along with unsaved filters.
- If you set a filter as the default but not selected as a quick filter, the system treats it as a quick filter.
- You can't disable a quick filter while it's applied as a default filter. To disable the quick filter, first remove the default filter.

Edit Filter¶

Steps to edit a filter:

Select the Filters tab. The Saved Filter name appears.
Select Edit.
Make the necessary changes and select Save & Apply.

A confirmation message displays and updates the filter.

Copy Filter¶

Select Duplicate.
On the Rename Filter window, enter a name for the filter and select Save.

A confirmation displays and creates a copy of the filter.

Mark as Default¶

Select Mark as Default.
A confirmation message displays and marks the filter as default.

Delete Filter¶

Select Delete.
A Delete Filter message appears. Select Delete.

A confirmation message displays and deletes the filter.

Service Levels¶

This section enables supervisors to monitor service-level targets based on specific needs.

To monitor service levels, go to Console > Monitor > SERVICE LEVELS.

The dashboard displays the following information:

Queues: Name of the queue for which the system shows the service levels.

Average Speed to Answer (ASA): The average time it takes for agents to answer inbound customer contacts (such as calls or chats) after they enter the queue. It measures the responsiveness of the contact center.

Response Service Level (SL): The percentage of inbound customer contacts answered by agents within a predefined threshold time. It reflects how consistently the contact center meets its response time targets.

Abandonment Rate: The percentage of inbound customer contacts (calls, chats, or emails) that customers disconnect or leave before reaching an agent or completing self-service.

Transfer Rate: The percentage of customer contacts that agents transfer to another agent, department, or queue after initially answering the interaction.

Filters¶

Supervisors can create, edit, copy, mark as default, and delete filters to customize the view of service level metrics.

For information on configuring Service Levels, refer to SLAs & Alerts.

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