Monitor – search for agents and monitor in realtime
In NICE Engage ®, the Monitor tab, you see agents’ statuses in realtime, you search in various groups, select an agent and monitor his call using the buttons described in the overview picture below. If you, in your CallGuide Recording, record what is seen on the agents’ computer screens, you can also see the resulting video clipping here.
You start by opening your web browser and entering the web address to your Telia CallGuide Recording. Then you log in to NICE Engage ® and click on the Monitor tab.
To be able to see and use the Monitor tab, you must be part of one of NICE’s access groups Coach or Administrator.
Agents Which agents do you want to monitor? Open the folder with all agents, or see groups with various selections of agents. You can create, edit and remove your own agent groupings. Select data to view - create your own agent groups.
Play the last recorded call.
Monitor calls in progress.
Global tools
Help
Want to know more? All functions in NICE are described here in text and pictures.
Settings
Opens the pane where you change your password.
Logout
Log out from NICE.
Module’s tools
Print
Via the opened window, you can also edit, save and send the picture of the current status in the table.
Settings
Select the medium/media you want to monitor/record.
Minimize the selection area to see more columns to the right.
Sorting and filtering Right click in the search result opens the actions menu. Right-click in a header field opens a menu with more choices for sorting and filtering. See Sort and filter display results.
create, 
edit and 
remove your own agent groupings. 
Play
Monitor
Print
Settings
Minimize