Monitor agents on a call

Review and track an agent's performance without affecting an ongoing call.

Before you begin

As a supervisor, you can listen to real-time conversations between agents and customers as a silent participant in the call. Monitor conversations to ensure the quality service is delivered to your customers. You can only monitor one agent at a time. If another supervisor tries to monitor the same agent, the Listen button is disabled. If multiple supervisors try to monitor an agent simultaneously, monitoring is initiated for one supervisor and the system displays an error for the other supervisors.

1

Click Team Performance Details icon..

2

Click Monitoring icon. in the Actions column of the agent you want to monitor.

3

In the active interaction details modal, click Listen.

The monitoring request pop-over appears.

If there is an ongoing monitoring session or if you decrease the width of the Actions column, click More menu to access the additional icons for actions.

4

Answer the call.

The monitoring control pane appears. You can listen to the call between the agent and the customer.

5

(Optional) Click Pause to temporarily mute the call. Click Resume to resume monitoring the call.

6

(Optional) Click Barge In to barge into the call that you're monitoring.

The mic turns on and you join the interaction with the customer.

  • You can’t barge into a call being monitored by another supervisor or if the agent is in a consultation call with another agent.

  • Other supervisors can't monitor or barge into the call that you are monitoring.

  • You can’t barge into a call monitoring that you have paused. Resume the monitoring to enable barge in.

  • If the agent consults another agent after you've barged in, you're put on hold and the barge in resumes after the consultation ends.

  • If the agent transfers the call that you have barged in to, to another agent from a different team or to a different queue, the monitoring ends and an error message displays.

  • You can't transfer the call, drop the agent, initiate a consult call, or start a conference call during the barge in.

  • You can't barge in if Desktop telephony is disconnected.

  • End the monitoring activity to end the barge in.

7

When finished, click End Listen to end the monitoring activity.

What to do next

You must complete monitoring of a call before you sign out of Supervisor Desktop.