Unable to See an Agent in the Monitoring Tool

Symptom

The supervisor or account administrator is unable to see a certain agent in the monitoring tool.

Applies To

• 8x8 Contact Center

Resolution

1. Log in to your 8x8 Application Panel.
2. Select Configuration Manager for Contact Center.
3. Select Users.
4. To the right of the affected user, select Edit (pencil icon).
5. Select the Supervisor tab.
6. Review the current Queues and Agent Groups and add the correct queues and agent groups to the user (or their own profile if they are the one that is having the issue).
   
7. Select Save.

Cause

Permissions need to be set correctly in the Contact Center user's profile.