Who is monitored: enrollment modes and general settings (Team Management)

Overview

The Monitored agents tab of the Team Management module decides who appears on the board and who is included in the adherence, time-per-status and login/logout calculations. You set one account-wide enrollment policy — three modes — and adjust exceptions and the expected daily journey agent by agent.

The enrollment mode is the account-wide rule; each agent's Monitored toggle is the exception (or opt-in) that the server combines with the mode to build the board roster. When the mode is By team or inbox, enrollment comes from the agent's membership in the selected teams and inboxes — the Monitored toggle is not consulted in that mode.

The General page rounds out the configuration with the adherence target, timezone and the day the week starts on — values that power the board's period filter and the adherence calculation.

Prerequisites

• The Team Management module must be enabled for the account. If you can't find the Team Management area, ask an administrator to turn it on.
• The Monitored agents tab and the General tab are for administrators (and custom roles granted the Team Management permissions). Without that permission the controls appear read-only.
• To use the By team or inbox mode you must already have teams and/or inboxes with agents assigned.

Step by step

Set the enrollment mode

1. Open the Team Management settings and select the Monitored agents tab.
2. In the Mode selector, pick one of the three modes (see the table under Settings & options). The change is saved automatically.
3. If you choose By team or inbox, two chip groups appear — Teams and Inboxes. Click to select/deselect, then click Save.

Adjust per agent (Monitored + expected journey)

1. In the agents table, use each row's Monitored toggle:
   • In All agents with exceptions mode, turn it off to exclude someone from the board.
   • In Only selected agents mode, turn it on to include someone on the board.
   • In By team or inbox mode, the toggle has no effect — membership decides.
2. In the Expected daily journey column, enter the number of hours/day expected from the agent. The value is saved when you leave the field and becomes that person's adherence denominator.
3. Leave the field empty (or 0) when the agent has no fixed journey.

Configure General

1. Open the General tab.
2. Set the adherence target (in %), the timezone and the day the week starts on for the account.
3. Save. These values define how the board resolves periods (Today / This week / …) and the basis of the adherence calculation.

Settings & options

The three enrollment modes

• All agents with exceptions is the default for operations that want to see the whole team and remove only a few profiles from the board (managers, bots, back office).
• Only selected agents starts from zero: only the agents you explicitly turn on are included — ideal for a pilot with a small group before expanding.
• By team or inbox keeps the board in sync with your structure: when you add an agent to a monitored team/inbox they become monitored automatically. An agent is included if they belong to any selected team or inbox.

Expected daily journey

• It is entered in hours and stored internally in seconds.
• It serves as the adherence denominator: the agent's productive time is compared against this journey.
• It is individual — part-time agents can have shorter journeys than full-time ones.

General

• Adherence target (%) — the goal used on the per-agent page and in the adherence reading.
• Timezone — used to resolve the day/week boundaries of the board's periods.
• Week start — the day "This week" begins on (affects the period filter).

Apply by team

In the All agents with exceptions and Only selected agents modes, the Apply by team card enrolls or removes every agent of a team from monitoring in a single action (it uses the team's member list at click time). Agents outside monitoring don't appear on the board, can't join new queues and stop receiving newly generated shifts.

Use cases

• Monitor the whole team and simply remove managers and automation accounts from the board (All agents with exceptions).
• Run a Team Management pilot with 5 agents before rolling it out to everyone (Only selected agents).
• Keep the board aligned with the operation with no manual upkeep: whoever joins the Sales team shows up monitored (By team or inbox).
• Calibrate adherence per shift by setting journeys of 4h, 6h or 8h per agent.

Tips, limits and best practices

• The mode is saved instantly; the team/inbox chips only take effect after you click Save.
• In By team or inbox mode the Monitored toggle has no effect — if an agent needs individual handling, use All agents with exceptions or Only selected agents.
• Set the expected journey before you hold people to adherence: without it the comparison basis is empty.
• Set the timezone and week start early — changing them later shifts how historical periods are read.

Troubleshooting

• An agent isn't on the board — check the mode: in Only selected agents they must have Monitored turned on; in By team or inbox they must belong to a selected team/inbox.
• I picked teams/inboxes and nothing changed — confirm you clicked Save after choosing the chips.
• An agent's adherence looks off — check the expected daily journey: empty or too low skews the percentage.
• Per-period totals don't add up — review the timezone and week start on the General tab.

See also

• The Team Management overview, to understand the module as a whole.
• The Monitoring board, which reads this list of monitored agents in real time.
• Statuses & breaks, for the status catalog and the over-limit policy.
• Schedules, to model weekly shifts and generate the planned-shift sheet.
• Queues, to group agents and inboxes with a distribution policy.