The Monitor dashboard provides information about the Inbound and Outbound emails for an active email campaign.
The Outbound tab gives a percentage of emails that were delivered, opened, bounced, unsubscribed, and suppressed. This information is available for a particular campaign and for a selected period of time.
The Inbound tab provides information such as status of email campaigns, email queues of agents, including the status of email threads. This information is available for the current day in real-time.
The Monitor dashboard also enables you to transfer an email thread from one agent to another, or to the group queue if an agent is busy, or is no longer online.
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The Monitor dashboard is available at the enterprise, call center, and service levels.
You can access the Monitor dashboard across the following different levels:
| Level | Navigation |
Enterprise |
To access the Monitor dashboard at the Enterprise level, on the Monitor tab, click Call Centers > Call Centers. |
| Call Center | To access the Monitor dashboard at the Call Center level, on the Monitor tab, click Call Centers > Call Centers, and then select the call center for which you want to access the dashboard. |
Service Group |
To access the Monitor dashboard at the Service Group level, on the Monitor tab, click Service Groups, and then select the service group for which you want to access the dashboard. |
Service |
You can access the Monitor dashboard at the Service level within a call center or within a service group.
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