Agent, Queue or Campaign List in Monitoring Is Blank or incomplete

Symptom

Agent and/or Queue and or Campaign Monitoring tabs are blank or incomplete in 8x8 Agent Console despite having supervisor permissions set in Contact Center Configuration Manager.

Applies To

• 8x8 Agent Console
• 8x8 Contact Center

Resolution

Make sure the supervisor has the permissions for both the Queue, campaign and Agent Groups in Contact Center Configuration Manager.

If proper permissions are set in Contact Center Configuration Manager so that you have permissions for both Queue, campaign and Groups of agents, check the following in the 8x8 Agent Console.

1. Log in to Agent Console.
2. Click Menu.
   
3. Click Monitoring.
   
4. In Monitoring click Setup.
   
5. Make sure all the appropriate Queues, Groups and Campaigns are checked off here.
   
6. Click Save Changes.

Cause

Agent monitoring requires both proper permissions in Contact Center Configuration Manager and needs to be enabled in Agent Console.