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How do I supervise an agent's call?
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Locate the agent whose call you want to listen to on the Real Time desktop. If you cannot find the agent on the desktop, double-click their name in the agent list in the sidebar to add them to the desktop. For information about the desktop and sidebar, see Overview of Real Time.
The agent must be in either Busy In, Busy Out, or (if you are using CCXML) Transfer In state.
Right-click the agent.
Section Column width 60%In the menu that appears, click Call monitoring. Click one of the following options:
- Secret monitor
- 3-Way
- Whisper Coaching
For information
onabout the different options, see Supervisor Monitoring. Your phone rings. When you answer your phone, you can listen to the call in progress.
Column width 40%The following changes occur:
Relevant alerts appear in the Alerts window.
sectionColumn width 60% For information on viewing the alerts, see Viewing Real Time alerts.
For information about supervisor monitoring alerts, see Supervisor Monitoring alerts.
Column width 40%A Monitoring in progress message appears on the menu that appears when you right-click the agent.
Section Column width 60% Column 40% The name of the agent that you are supervising and the time for which you have been listening to the call appear in the call monitoring section.
Section
columnColumn width 60% width 40% The icon alongside the name of the agent you are supervisor supervising changes to a speaker.
Section Column width 60% Column width 40%
- When you have finished supervising the call, click the stop button in the call monitoring section in the toolbar. The call between the agent and the customer continues until one of them hangs up their phone or the agent releases the call.