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.