What is the Monitoring Assistant Early Access Program (EAP)?

What you can expect

Agent status plays a critical role in ensuring smooth and efficient contact center operations. Sometimes, admins might need to manually update an agent’s status. For example, an agent finishes their shift but forgets to sign out or sets their status to offline.

The real time monitoring assistant helps admins to update the agent's status from the incoming tickets or agent productivity real time monitoring dashboards using a conversational assistant to reflect that the agent is no longer available, preventing calls from being routed to them.

Scope & Limitations

The real time monitoring assistant currently has the following limitations:

If a user doesn’t enter a command for ten minutes, the monitoring assistant panel will refresh meaning they have to start the flow again.

If the user doesn’t confirm their action after 2 minutes, the action will expire and they will be prompted to start the flow again.

Users must provide the agent’s full name to change their status; partial names are not accepted. For example, entering "Rob" instead of "Robert" for the first name, or "Doe" instead of "Doe-Bell" for the surname, will not be recognized.

Fetching agent information based on groups is not currently supported. As a result, we cannot identify the correct agent using group parameters. If there are multiple agents with the same name, the user must provide the correct email address to validate the agent.

There is a limit of 500 characters within the input box for the monitoring assistant.

If an agent has not logged in since OCR was enabled for the account, it is not possible to change their status via monitoring assistant.

Currently, it is not possible to bulk update agent statuses.

Currently, we display up to 4 custom status suggestions when the user clicks on the option to change agents to a custom status. If the desired status is not among the suggestions, the user must enter the full status name manually.