Contact Center Client

Note:
  • Your ability to view real-time monitors and devices in Contact Center Client is dependent on administrative security settings.
  • An employee must be a member of an employee group for you to view the employee on the employee group monitors in Contact Center Client. A queue must be a member of a queue group for you to view the queue on the queue group monitors in Contact Center Client.
  • The number of employees extensions logged on at any time must be consistent with your software license.

Contact Center Client uses ribbons for device and monitor control.

Some tabs that display in the ribbon are dependent upon which monitor is active. These are referred to as context sensitive tabs. When you enable context sensitivity for monitors, the associated context sensitive tab for the active monitor automatically becomes the active tab. See the following table for a list of the associated context sensitive tabs for each monitor. See the following figure for an example of context sensitivity enabled for the Agent State by Position monitor. Note that the Agent and Monitor Control tabs display in the ribbon.

Note:

The options that display in the Contact Center Client ribbon are dependent upon your individual security settings. Options to which you are not given access will not display.

Table 1. Context sensitivity options display per monitor

Monitor

Associated context sensitive tabs

Agent State by Position

Agent and Monitor Control tabs

Extension State by Position

Extension and Monitor Control tabs

Agent State by Time

Agent and Monitor Control tabs

Agent State by Time for Queue

Agent and Monitor Control tabs

Employee State by Time

Employee and Monitor Control tabs

Agent Shift

Agent and Monitor Control tabs

Queue by Period

Monitor Options tab

Queue Now

Monitor Options tab

Queue Group Now

Monitor Options tab

Queue Performance

Chart Options tab

Queue Group Performance

Chart Options tab

Queue

Chart Options tab

Queue Group

Chart Options tab

Interactive Visual Queue

n/a

Note:

Context sensitivity is not supported for the Interactive Visual Queue monitor
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