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Activity Monitors
While Supervision Monitors allow the supervisor to get an overview of the workload and service level adherence of various queues and users, Activity Monitors allow you to review on-going work of the agent. As the manager of a team, you have access to a read-only view of the inboxes of agents that report to you. You may also receive outgoing emails that need to be reviewed for quality.
From the Advisor Desktop, supervisors can also monitor chats as they come in to ensure that chats of higher priority are being handled by available agents quickly. Furthermore, if necessary, you may monitor chats and join the chat sessions of any agents that report to you, which is performed in the Advisor Desktop.
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