## 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

| Mode | Who is monitored | Per-agent Monitored toggle |
| --- | --- | --- |
| **All agents with exceptions** | Every agent, by default | Turn off to **exclude** someone |
| **Only selected agents** | Nobody, by default | Turn on to **include** someone |
| **By team or inbox** | Anyone in a selected team **or** inbox | Ignored — membership decides |

- **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.