Monitoring Option Is Grayed Out In Virtual Contact Center
All agents reporting that this option is grayed out when they're clicking on Menu from the Virtual Contact Center Agui.
There is a chance that these agents are not supervisors and the option it's grayed out
Here are the steps that will help you check this feature for a specific agent.
- Log in to the SSO Portal.
- Click on the Virtual Contact Center Config Mgr
- Got to Users and select the user that you want to check if he's a Supervisor
- After selecting the user, go to the Supervisor Tab and be sure that the "This user is a supervisor" and "Allow this supervisor to monitor calls" are both enabled