​We have a new way of viewing Agents' screens. 
You can watch my video demonstration here: https://youtu.be/b2h-KzcWWSg

Please follow these instructions exactly:

1. Go to RD Farm: https://rdfarm.pinnaclefreedom.com/RDWeb/Pages/en-US/Default.aspx
2. You will put your Password like Cisco in the Password Spot, the user name will be there (you should be logged into Cisco)
3. Open up the 618 Folder
4. Click on Screenshadow and download it
5. Log in as you would all the other Startel Programs (Cisco Password)
6. Enter the Agents Name as follows that you want to monitor:
First.Last (Example: John.Doe)
7. When it says do you want to interact select NO
8. You should now be able to monitor the Agent.
9. You can monitor many Agents at one time.