Real-Time Agent Monitoring

~~Track~~Supervisors ~~the~~can ~~live~~monitor ~~state~~ongoing ofcalls ~~agents:~~for quality and training purposes:

~~Available~~Listen ~~/ Ready~~only – ~~ready~~silently tohear ~~take calls~~

~~Busy / On Call~~ ~~– currently on a~~the call
~~Wrap-up~~Whisper / ~~After Call Work~~Coach – ~~completing~~speak ~~post-call~~to ~~tasks~~the agent without the customer hearing
~~Paused~~Barge-in / ~~Break~~Join – ~~temporarily unavailable~~

~~Offline / Logged Out~~ ~~– not active in~~join the ~~system~~call and speak with both agent and customer

~~Features:~~Considerations:

~~Live~~Permissions ~~dashboards~~per ~~showing~~supervisor ~~all agents’ current states~~role
~~Color-coded~~Logging orof ~~status~~monitoring ~~indicators~~

actions

~~Time~~for ~~spent in each state~~compliance

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