Real-Time Agent Monitoring

SupervisorsTo canaccess monitorthis ongoingsection, callsyou forwill qualityneed andto trainingclick purposes:on the agent’s X (extension) in order to view their current information.

Here you will find several options:

• ListenListen:
  Allows onlyyou –to silentlylisten hearto the callconversation during the call.
• WhisperWhisper:
  Allows /you Coachto –intervene, but you will only be able to speak to the agent without (the customer hearingwill not hear you).
• Barge-inBarge:
  Allows /you Jointo –fully join the call andbetween speak with boththe agent and customerthe customer.
• Force Out:
  Forces the agent to be logged out of the system, regardless of their current status (on a call, on pause, available, etc.).

Considerations:

• Permissions per supervisor role
• Logging of monitoring actions for compliance