Monitor Team Members in the Dashboard (iPad Only)

Dashboard

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.

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 tapping 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 - Monitor Representative's Screen

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 tap the Monitor button. This will open a new page 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

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.