Monitor Agent PCs
Use Agent monitoring to understand screen state, PC readiness, support needs, and player-facing issues from the Controller.
Staff can monitor Agent PCs during operation and respond before customers lose time or become frustrated.
Before you start
- Agent PCs are installed, approved, and online.
- Staff have permission to use monitoring tools.
- The branch has rules for when monitoring is appropriate.
Use monitoring for operations
Monitoring should help staff support players, verify PC state, and understand technical problems. Keep usage tied to branch support needs.
- Check PCs that show warnings or customer complaints.
- Use monitoring to confirm lock, session, or game state when needed.
- Avoid unnecessary monitoring of normal player activity.
Watch active session health
Active sessions can fail because of game launch issues, frozen screens, or local machine problems. Monitoring helps staff choose the right action.
- Confirm whether the player is stuck at lock screen or inside a game.
- Use process or remote support tools only when needed.
- Communicate with the player before taking disruptive action.
Respect privacy and policy
Monitoring tools are powerful. Venue policy should define who can use them and why.
- Limit monitoring permission to trusted staff.
- Avoid monitoring unrelated personal content.
- Use audit and supervisor review for sensitive cases.
Verify it worked
- Staff can open monitoring for an online Agent PC.
- Monitoring is used for clear support or operational reasons.
- Permissions limit monitoring to trusted roles.
Troubleshooting
Monitoring shows no current view.
Check Agent online state, PC health, and whether the PC is reachable from the Controller service.
Staff overuse monitoring.
Limit permissions and document acceptable support reasons.