7.1.2 Monitoring
(Video instructions available: Monitoring)
Monitoring is when a supervisor listens to a call and neither the agent nor the caller can hear them. The agent does not receive a notification that they are being monitored.
To monitor a call:
- Select the Team Communicator icon in the Side-Bar.
- Search the agent’s name and hover the cursor over their name. The supervisor can select the group option, then select a group of agents, and monitor those agents individually.
- Select the eye icon to monitor the agent. While this icon is selected, the supervisor receives a notification whenever the agent receives a call.
- When the agent receives a call, the supervisor also receives a call. Accept the call to begin monitoring the agent. If the supervisor doesn’t accept the call, the notification disappears.
Note: If the notification disappears, select Stop Monitoring then select Monitor Agent, which then redisplays the notification. - To stop monitoring the call, select the eye icon in the voice interaction window.
- To stop monitoring the agent, select the eye icon under that agent’s name in the team communicator.
This page last updated in Release Number: 22-03
Release Date: 06/25/2022
Effective Date: 06/25/2022