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In this article
Feedback?Scheduled call monitoring functionality allows you to seamlessly schedule and manage call monitoring directly from the Webex Contact Center Desktop. Use call monitoring to listen to an agent who is connected to the call and barge in on calls, if needed.
You can schedule monitoring for selected queues, teams, or agents without starting each monitoring session manually. You can monitor only agents, teams, and queues within your assigned scope.
Before you begin
- Ensure that your administrator has configured your user profile with the following
permissions for Monitoring:
- Call Listening: Configured with Edit access.
- Schedule listening: The checkbox is enabled.
- You must be signed in to Desktop with valid supervisor credentials. Your browser and voice settings must be configured to allow audio playback.
| 1 |
Sign in to Supervisor Desktop. |
| 2 |
Navigate to the Team Performance page. |
| 3 |
Click the Schedule Listening button to open the Schedule and manage listening pop-up page. The page appears with no values preselected. You can also schedule listening from an individual agent row. Click Actions and choose the Schedule listening option from the drop-down list. The Schedule and manage listening page pops-up with the Agent and Team fields pre-filled. |
| 4 |
In the Schedule listening tab, configure the following details: |
| 5 |
Click Schedule. |
The Supervisor Desktop creates the listening schedule. When an eligible agent call occurs during the scheduled period, you will receive a monitoring call. Answer the call to begin listening.
Important Considerations: When creating schedules keep in mind the following rules:
- You cannot create two schedules with the same queue, team, and agent.
- You can schedule a maximum of 2000 listening schedules per tenant. If you reach this limit, you must delete existing schedules that you no longer need before creating new ones.
- If another supervisor has also created a schedule for the same call, the system assigns the request based on availability. There is no guaranteed order or priority for these assignments.
What to do next
Use Manage Listening to edit, pause, resume, or delete a listening schedule.
Manage listening schedules
Use Manage Listening in Supervisor Desktop to review and maintain scheduled listening entries. You can view the existing listening schedules and update how scheduled listening works for your agents.
| 1 |
Sign in to the Supervisor Desktop. |
| 2 |
Navigate to the Team Performance page. |
| 3 |
Click the Schedule Listening button to open the Schedule and manage listening pop-up page. |
| 4 |
Click the Manage Listening tab. |
| 5 |
Review the list of listening schedules. |
| 6 |
To change a schedule, click the ellipsis icon and choose Edit listening schedule. Update the schedule details and click Save. |
| 7 |
To delete a schedule, click the ellipsis icon and choose Delete listening schedule. |
| 8 |
To temporarily stop a schedule, select the schedule and click Pause. |
| 9 |
To restart a paused schedule, select the schedule and click Resume. |
The Supervisor Desktop updates the listening schedule accordingly.
Changes to a schedule do not interrupt a monitoring session that is already in progress; the updates apply only to the next eligible call.
Expired schedules are removed automatically. If you delete a schedule, Supervisor Desktop stops using that schedule for future monitoring sessions.
