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Agent Screen Monitoring

Depending on your system configuration, you may also be able to view screens of selected members of your team and monitor their desktop actions in real time. You can activate this function for a logged-on agent at any time even when the agent is not handling any interactions. Thus, this function can be complementary to the call monitoring, or it can be used on its own. The agents will not receive any indication that their screens are being monitored.

To begin screen monitoring:

1. Select the desired agent from the Agent Metrics View in the right pane of Agent Desktop. The Contact Info Panel will display the monitoring functions.
2. Click the See Screen button . A new window will open, showing you the desktop of the selected agent.

Note that you can only continuously monitor a screen of one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.

To stop monitoring the agent’s screen:

Simply close the browser window.

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