Monitor Team Members in the Dashboard
The dashboard feature enables privileged users to view and monitor ongoing sessions, enabling administrative oversight to help manage 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 user is a team manager or team lead of one or more teams, the dashboard pane appears beneath the queue selection pane on the Home tab of the console. In this pane appear any logged-in team members of a lower role for the selected team.
Status indicators show whether users are available to take sessions (green), are idle (gray), are busy (yellow), or have auto-assign turned off (red). If a user is in more than one state, their status color shows the most important information in order of auto-assign turned off, busy, idle, and available. Hover over the user's name to view full details. A bar at the bottom of the dashboard shows the percentage of users in each state. Hover over this bar to view the number or users with each status. Users cannot manually alter how their statuses are displayed.
Select a user from the dashboard pane to view any sessions they may be running.
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 sessions, as long as those users are logged into the console.
An icon signifying monitoring can be displayed in the corner of the user's desktop to indicate that monitoring is taking place. When the user moves the cursor near this icon, it moves to another corner to prevent obscuring the screen.
To gain control of the user’s computer, click the Enable Mouse/Keyboard Control button.
Within a team, a user can administrate only others with roles lower than their own. Note, however, that roles apply strictly on a team-by-team basis, so that a user may be able to administrate another user in one team but not be able to administrate that same user in another team.