These three buttons appear at the top of the Monitoring page, along with the current date and time, an icon to return to the Contact Center Admin Portal, another to contact Support, and a final one to log out of the Monitoring page.

1. Pause: Click to stop the Monitor from refreshing the page. The button changes to Resume, which you can then click to continue refreshing the page.

2. Options: Click to change how often the Monitoring page is refreshed, when a service level should change color, and which panels or columns to display. It also allows you to display a 6th optional panel, Agents Signed Out, which displays a list of the agents currently signed out of the CCA, along with their cumulative data for the day.

   For more information, see Changing the Monitoring Page Display Options.

   
   

3. Filtering: Click to apply filtering options to the Agents, Queues, or IVRs displayed on the Monitoring page.

   For more information, see Filtering the Monitoring Page Data.

   
   

4. Home: Click to return to the Contact Center Admin Portal.
5. Support: Click to contact Support.
6. Sign Out: Click to log out of the Monitoring page.

Filtering

To apply a filter to the Monitoring screen:

1. Click Filtering
   

   

2. The Filtering dialog box will open. You can filter by Agent, Queue, or IVR. Click the appropriate tab and complete the filtering fields, or check one or more of the checkboxes: Agent's name, Team Extension, Status, Skillsets, Queue Name, and IVR Name. 
   
    
   
   
   

    3.  Click OK.

Note: For Agent Filtering, if no Skillsets are selected from the filtering dialog, no agent names will appear in the Agent Status section.

The Filtering button turns red to indicate filtering is applied. 



 The filter only applies to Current panels; when enabled the visibility of the Monitoring page is limited only to the items being filtered. 

• When filtering by Agent, filtering occurs in the Current Agent Status section of the Monitoring page.    
• When filtering by Queue, filtering occurs int he Daily Queue Statistics and Current Queue Status sections of the Monitoring page.  
• When filtering by IVR, filtering occurs in the daily IVR Statistics section of the Monitoring page. 

 To clear filtering, click Filtering once more, and delete any filter fields to remove the applied filters.  Click OK to return the Monitoring page to original visibility.