Monitoring option is grayed out In Contact Center for all agents when clicking on Menu from the Contact Center AGUI.
- Contact Center
Check to see if the affected agent is set as a Supervisor.
- Log in to the SSO Portal.
- Click on the Contact Center Config Mgr.
- Go to Users.
- Select the user you want to review.
- Go to the Supervisor tab.
- Ensure that This user is a supervisor and Allow this supervisor to monitor calls are both enabled.
This issue can occur when agents are not set as supervisors allowed to monitor calls.