can function in two different ways
The first is a customizable wallboard to easily monitor contact center activities and view the status of multiple agents, queues, and teams. The wallboard can be customized to present key information and shows alerts in real-time.
The second way to use iceMonitor is as a real-time contact center management tool. When using iceMonitor on a computer or mobile device, you can use all the same customizable views as the wallboard. However, you gain extra functionalities, such as logging users on and off, messaging individuals or groups of users, and creating/modifying alerts.