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Operation Guide – Version 2102 (February 2021)
4 Online Monitoring
Prerequisite Software
Microsoft Windows 7 or 10 operating system; Internet Explorer11.
To enable monitoring:
• In System Configurator, define for the user appropriate access rights for example
for certain queues. We recommend defining rights using appropriate roles and
groups.
•
Statistics
Summary: This option means that a user can see aggregated
summary statistics for agents and queues, such as how many calls agents are
handled today, or how many calls has arrived to queue today.
•
Statistics
Detail: This option means that a user can see detailed statistics for
agents and queues, such as the Contact View. Summary rights are included in
these rights.
• Adjust the following IE Settings:
• Add URL of the Monitoring application to Sites list of Trusted or Local Intranet
sites and modify corresponding zone's Custom settings:
• Initialize and script ActiveX controls not marked as safe for scripting:
Enable
• Use Pop-up Blocker: Disable
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