Symptom
Monitoring option is grayed out In 8x8 Contact Center for all agents when clicking on Menu from Agent Workspace.
Applies To
- 8x8 Contact Center
- Monitoring
Resolution
Check to see if the affected agent is set as a Supervisor.
- Log in to your 8x8 Application Panel.
- Select Configuration Manager for Contact Center.
- Select 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.
Cause
This issue can occur when agents are not set as supervisors allowed to monitor calls.