If you have the Supervisor role (see Roles; opens a new article), then you can monitor Agent and sessions in real-time (no need to refresh the page) and assign sessions to Agents using the Activity Monitor screen. To open this screen, select Navigator in the Navigation bar and then select the ACTIVITY MONITOR tab. You may view activity by session or Agent by clicking the appropriate button at the top of this screen.

 

Monitoring Activity by Session

In the Activity Monitor screen, clicking the Sessions button at the top of the screen allows you to monitor activity by session in real time. The table on this screen appears as shown here.


The top of this table contains links that allow you to filter sessions as follows:

  • All Open: Clicking this link displays all open sessions in the table.
  • Assigned: Clicking this link displays open sessions that have been assigned to an Agent.
  • Unassigned: Clicking this link displays open sessions that are not currently assigned to an Agent.


Note: You should transfer unassigned sessions as soon as possible to help ensure a positive experience for your consumers.


The top of this table also contains the Filter By pull-down menu that allows you to narrow down the sessions that appear in the table. Making a selection in this menu opens a secondary menu that allows you to continue filtering results by your selected criteria. The following filters are available:

  • Skills: Filter results by the skill you select using the Skills pull-down menu.
  • Teams: Filter results by the Team you select using the Teams pull-down menu.
  • Agents: Filter results by the Agent you select using the Agents pull-down menu.
  • All: All sessions appear in the table.

The table contains the following functions and information for each session:

  • Transfer: Clicking the Transfer icon for a session opens the Transfer this Session popup, which allows you to transfer the selected session to another available Agent (see Availability; opens a new article) or Skill. See Transferring a Session (opens a new article). This option only appears if session transfers have been enabled as described in Configuring Session Transfer Options (opens a new article).

  • Session ID: Unique identification number assigned to each session. Clicking a number opens the Session screen for the selected session (see Session Screen; opens a new article).
  • Queued Time: If the consumer is waiting for service, how long that consumer has been waiting.
  • Created: Date and time that the session was first created.
  • Updated: Date and time that the session was last updated.
  • Skill: Skill that applies to the session, if any.
  • Agent: Agent assigned to the session, if any.
  • Team(s): Team(s) to which the assigned Agent belongs, if any.
  • Guided Paths in Progress: Number of Guided Paths/Articles in the session. Hovering your mouse cursor over one of the numbers in this column opens a popup that displays the Guided Paths and/or Articles that are in progress.


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Monitoring Activity by Agent

In the Activity Monitor screen, clicking the Agents button at the top of the screen allows you to monitor activity by Agent in real time. The table on this screen appears as shown here.



The top of this table contains links that allow you to filter sessions as follows:

  • All: Clicking this link displays all sessions assigned to each Agent regardless of whether they are logged in or not.
  • Logged In: Clicking this link displays all sessions assigned to each Agent who is currently logged into Support.com® Cloud.  


Note: You should transfer sessions that are assigned to Logged Out Agents as soon as possible to help ensure a positive experience for your consumers.


The top of this table also contains the Filter By pull-down menu that allows you to narrow down the sessions that appear in the table. Making a selection in this menu opens a secondary menu that allows you to continue filtering results by your selected criteria. The following filters are available:

  • Teams: Filter results by the Team you select using the Teams pull-down menu.
  • Availability: Filter results by the Agent availability status (see Availability; opens a new article) you select using the Availability pull-down menu.
  • All: All sessions appear in the table.

The table contains the following functions and information for each session:

  • Agent Name: First and last names of the Agent.
  • Agent Email: Email address of the Agent.
  • Team(s): Team(s) to which the Agent is assigned, if any.
  • Availability: Current Agent availability. This will be one of the following:
    • Logged Out: Agent is not currently logged in.

    • Available: Agent is available to accept Skill-based session transfers. See Transferring a Session (opens a new article).

    • Busy: Agent cannot accept Skill-based session transfers but can accept direct Agent-based session transfers. See Transferring a Session (opens a new article).
  • Assigned Sessions: Number of sessions that are currently assigned to the Agent. Clicking this number opens the EXISTING SESSIONS screen to display each of the sessions that are assigned to that Agent. See Existing Sessions Screen (opens a new article).
  • Sessions in View: Number of sessions the Agent is currently viewing.


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