Specifications

CHAPTER

ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 14

Monitoring Activity

Agent Manager provides tools, and real-time statistical information, to manage your agents and inform

you about the current situation in your call center.

This chapter explains how to change agent group assignments, monitor agent interaction with

customers, and work with real-time reports. Refer to the Agent Manager online help for details on a

specific real-time report.

Refer to the following sections for more information about monitoring Contact Center activity:

Changing Agent Group Assignments........................................................................ 14

Monitoring Agent Interaction with Customers ........................................................... 15

About Real-Time Reports.......................................................................................... 17

Creating Real-Time Reports...................................................................................... 21

Opening Existing Real-Time Reports ........................................................................ 22

Working with Graphical Reports................................................................................ 22

Saving Real-Time Reports ........................................................................................ 22

Modifying Real-Time Reports.................................................................................... 23

Setting the Refresh Rate........................................................................................... 25

Saving a Workspace ................................................................................................. 25

Changing Agent Group Assignments

Agent Manager’s Login Manager enables you to change the group and agent queue assignment of

agents currently working in the call center. The Login Manager has two optional views: Agent Login

Status and Group Login Status. In the Agent Login Status view, you can see an agent’s current group