This is a sixth panel in the Monitoring page that is not displayed by defaultUse the Options button at the top of the Monitoring page to filter the real-time data displayed on the page.
When you click the button, the Filtering dialog box appears with following three tabs:
Agent Filtering: Lets you filter the agents in the Current Agent Status panel by Name, Team, Phone Number, Status, and Skillset.
Important: If you do NOT select any Skillsets, no agent names will appear in the Current Agent Status panel.
Queue Filtering: Lets you filter the queues in the Daily Queue Statistics and Current Queue Status panels by Name.
IVR Filtering: Lets you filter the IVRs in the Daily IVR Statistics panel by Name.
When you click OK to apply the filter, the Filtering button changes to red to let you know filtering has been applied to the data displayed on the Monitoring page.
To remove the filtering, click the Filtering button again to open the Filtering dialog box. Clear out all boxes that contain data, and then click OK.