ADC Admin - Supervisor Access for Monitoring

Supervisor Monitoring and Reporting Access

During the initial set up by NEWT, Supervisors will have already been identified and have an ACD Monitoring and/or Reporting enabled Extension assigned to them on the PBX. Assuming this is true: 

In your PBX, navigate to the User Admin tab to give this user access to to the ACD interface for Monitoring and/or Reporting.

1. Click on the Add + Button.

2. Select ACD Monitor from the Type drop-down menu.

3. Select the Extension of user and the ACD “Group” of queues to be monitored.

4. Additionally, if you want this supervisor to have Live Coaching (Listen/Whisper/Barge), toggle on the Live Monitor button (ensure the extension associated, has a working phone on it).

5. Fill in the user information fields. Please note, if you don’t fill in the SMS phone number, the 2FA code for the user will be sent to their email address rather than a text to their mobile number.

6. An email will be sent to the user for log in instructions to the web interface.