Lumen help
Choosing the agents you monitor
As a supervisor, you can monitor the agents assigned to you to track their average speed to answer, average call handle times, agent status, and other call statistics.
To choose the agents you monitor:
- To expand the agents directory, from the Contacts pane, click the green arrow pointing up (next to Agents).
- Click Edit (the pencil icon).
- From the Edit Monitored Agents window, select the checkbox next to each agent’s name you want to monitor.
Note: If you don’t want to monitor an agent, clear the checkbox next to the agent’s name.
- After you select the agents to monitor (and not monitor), click Save.
The agents you selected to monitor are now listed in the agent directory with status details.
Learn more about
Contact Center Client
Top Contact Center Client articles
- Viewing and using your call history
- Signing in to the Contact Center Client
- Accessing the Contact Center Client for the first time
- Calling a supervisor for an escalating problem
- Conference calling from the Contact Center Client
- Adding a contact to your Speed Dial directory
- Exploring the Contact Center Agent Client
- Setting up the Contact Center Client the first time you sign in
- Answering calls automatically
- Exploring the Contact Center Supervisor Client dashboard statistics
- Topics covered on this page:
