Monitor Tab Introduction
The Monitor tab allows Supervisors to view and track real-time performance and activities across all campaigns assigned to them.
Using this interface, Supervisors can monitor agent productivity, live call status, customer interactions, and campaign-level performance metrics.
The layout and available options in this tab dynamically change depending on the type of campaign selected from the left navigation panel.
Interface Overview
The Monitor interface is divided into two key sections:
1. Left Navigation Section
The Left Navigation Panel is a fixed sidebar that displays all Processes and Campaigns assigned to the Supervisor.
- Click the “=” (Menu) icon to expand the sidebar.
- Click the “X” icon to collapse it.
- Select any assigned Process or Campaign from this panel to view its monitoring dashboard.
2. Monitoring Tab
Based on the selected campaign type, the following tabs may appear within the Monitor space.
These tabs allow the Supervisor to monitor different campaign categories, each offering specific insights and control options.
Tab Name | Description | Dedicated page |
|---|---|---|
Monitor Chat Campaign | Displays live chat interactions, active agents, and customer chat queues for chat-based campaigns. | Monitor Chat CampaignMonitor Chat Campaign |
Monitor Interaction Campaign | Shows ongoing email or ticket-based interactions, agent statuses, and SLA metrics. | See Ticketing & Asynchronous ChannelsTicketing & Asynchronous Channels. |
Monitor Inbound Campaign | Provides real-time visibility of incoming call queues, answered vs. abandoned calls, and agent availability. | Monitor Inbound CampaignMonitor Inbound Campaign |
Monitor Outbound Campaign | Tracks outbound calling activities such as dialed, connected, and pending calls along with campaign-wise performance. | Monitor Outbound CampaignMonitor Outbound Campaign |
Monitor Parallel Predictive Campaign | Displays predictive dialing statistics including connected calls, drop rates, pacing ratios, and system dialing behavior. | Live Monitoring for Parallel Predictive & Voice Blast CampaignsLive Monitoring for Parallel Predictive & Voice Blast Campaigns |
Monitor Voice Blast Campaign | Monitors automated voice broadcast campaigns, showing delivery status, call completion ratios, and message reach metrics. | Live Monitoring for Parallel Predictive & Voice Blast CampaignsLive Monitoring for Parallel Predictive & Voice Blast Campaigns |
Access path
Supervisor Console > Monitor tab
The tab itself is visible only to users whose role includes Supervisor Console access. The campaigns shown in the left navigation are limited to the processes / campaigns for which the user is an assigned Supervisor.
Privileges
The Monitor tab relies on the Supervisor Monitor privilege family. Key privileges (all under the campaign:dacx-campaign.monitor.* namespace except where noted):
Privilege key | What it enables |
|---|---|
dacx-campaign.monitor.telephony.view-voice-campaign-runtime | Live voice campaign runtime (inbound and outbound Live Monitoring). |
dacx-campaign.monitor.telephony.view-user-campaign-runtime | Per-agent runtime (Agent Monitoring). |
dacx-campaign.monitor.telephony.view-customer-campaign-runtime | Per-customer runtime. |
dacx-campaign.monitor.telephony.view-campaign-summary / view-campaign-lead-summary | Campaign / lead summary used by the Dashboards and Lead Management tabs. |
dacx-campaign.monitor.telephony.view-campaign-aq-request-runtime / view-campaign-aq-resource-runtime / view-campaign-dial-nodeflow-runtime | Queue / dialer state visibility. |
dacx-campaign.monitor.chat-campaign | Monitor chat campaigns. |
dacx-campaign.monitor.telephony.snoop-user-in-campaign / whisper-user-in-campaign | Snoop / whisper / barge live actions. |
dacx-campaign.supervisor.monitoring.get-stats-data | Stats payload consumed by the Monitor tab. |
contactcenter:dacx-cc.agent.workbench.select-monitoring-campaigns | Lets a supervisor / workbench user change the set of campaigns they are monitoring. |
See the Privileges & Role Permissions Reference for the complete list and the default Supervisor role mapping.
Prerequisites
- Supervisor Console login (see Supervisor LoginSupervisor Login).
- The user's role must grant access to the Monitor tab and to the specific campaigns they need to supervise.
- Live data refresh requires the supervisor's browser session to stay active.
Break duration thresholds
Campaign-level monitoring parameter thresholds (per break reason) drive row breach styling in Live Monitoring for supervisors. The same duration limits can trigger an in-app header notification to the agent who exceeded the limit on their current break. Break counts (how many times an agent went on break) are shown in monitoring and reports; they do not use that same agent notification path. See Agent Not ReadyAgent Not Ready for the agent-vs-supervisor summary.
Related pages
- Supervisor ConsoleSupervisor Console — Host console that contains the Monitor tab.
- Monitor Inbound CampaignMonitor Inbound Campaign, Monitor Outbound CampaignMonitor Outbound Campaign, Monitor Chat CampaignMonitor Chat Campaign.
- Queue MonitoringQueue Monitoring, Agent MonitoringAgent Monitoring, Live Call Monitoring Operations (Agent Coaching and Monitoring)Live Call Monitoring Operations.
- Monitoring & CoachingReal Time Monitoring & Coaching.
- DashboardDashboard.