Monitor Team Members in the Dashboard

Rep Console Dashboard Tab

The dashboard feature enables privileged users to view and monitor ongoing support sessions, enabling administrative oversight to help manage support staff. Based on roles assigned from the Support Teams page of the administrative interface, Team Leads can monitor Team Members of a given team, and Team Managers can monitor both Team Leads and Team Members of that team.

If a representative is a Team Manager or Team Lead of one or more support teams, the dashboard pane will appear beneath the queue selection pane on the Home tab of the representative console. In this pane appear any logged-in team members of a lower role for the selected team.

Status indicators show whether representatives are available to take sessions (green), are idle (gray), are busy (yellow), or have auto-assign turned off (red). If a representative is in more than one state, his or her status color shows the most important information in order of auto-assign turned off, busy, idle, and available. Hover over the representative's name to view full details. A bar at the bottom of the dashboard shows the percentage of representatives in each state. Hover over this bar to view the number or representatives with each status. Representatives cannot manually alter how their statuses are displayed.

Select a representative from the dashboard pane to view any sessions he or she may be running. A Team Manager or Team Lead can take over a support session from another representative of that team by selecting the appropriate session from the queue and clicking the Take Over button. This transfers ownership of that session to the Team Manager or Team Lead, with the original representative remaining in the session as a participant. A Team Manager or Team Lead can also transfer ownership of a support session from one representative to another representative or team.

Dashboard View

Additionally, if configured in the /login interface, a Team Manager or Team Lead can monitor team members of a lower role even if there are no ongoing support sessions, as long as those representatives are logged into the representative console.

An icon signifying monitoring can be displayed in the corner of the representative's desktop to indicate that monitoring is taking place. When the representative moves the cursor near this icon, it moves to another corner to prevent obscuring the screen. Select the support representative whose screen you wish to view and then click the Monitor button. This will open a new tab in your representative console, displaying either the representative's entire computer screen or only the representative console, depending on the administrative settings.

Monitoring Indicator Icon

To gain control of the support representative’s computer, click the Enable Mouse/Keyboard Control button.

Within a team, a representative can administer only others with roles lower than his or her own. Note, however, that roles apply strictly on a team-by-team basis, so that a representative may be able to administer another representative in one team but not be able to administer that same representative in another team.