To use supervisor listen-in in Vonage for Service Cloud Voice, you must perform the following configuration.
In VCC admin portal
Only supervisors can listen in to agent calls. They must have a supervisor license, have access to use ContactPad, and the supervisor monitoring permission. For information, see the following pages:
- Configuring supervisor monitoring
- User Admin (in ContactPad users section)
- Configuring individual users (in Agent access granted and Allow to act as agent in License Status sections in How do I create a new user? or How do I edit an existing user's details?)
Supervisors also need read (or write) access to groups that contain agents who they want to supervise. You can give access to groups for individual or multiple users in User Admin:
- For individual users, go to Group Permissions in Permissions Settings in the individual supervisor's user record and add the groups containing agents they can supervise. For information, see the Group Permissions in Permissions Settings section in How do I create a new user? or How do I edit an existing user's details? in Configuring individual users.
- For multiple users, add those users to bulk actions and go to the Groups permissions section. For information, see Permissions settings—Group permissions in Configuring multiple users (using bulk actions).
Optionally, to give the supervisor access to change their agent settings in the Omni-Channel widget, set the Edit user feature permission to Yes. For information about setting feature permissions, see Configuring admin and supervisor feature permissions.
In Salesforce
In Setup, search for and open Supervisor Settings. Select Conversation Monitoring and click Save.
When configured, supervisors can listen in to calls. For information about listening in to calls, see Supervisor listen-in in Using Vonage Premier for Service Cloud Voice.