When a supervisor clicks to listen to a call or while the supervisor is listening to the call, different alerts appear in the Alerts window in Real Time. For information on where to find the alerts, see Viewing Real Time alerts. The following table displays the possible alerts, their meanings and when they might appear.
| Alert | Notes |
|---|
| Call monitoring initiated | Indicates that call supervision has started. Appears when the supervisor answers their phone after clicking to listen to a call that is in progress. The alert also appears in the following scenarios: - the agent releases the call while the supervisor's phone is ringing. If the supervisor subsequently answers their phone, they hear a message informing them that no call is available to supervise. When the supervisor clicks the stop button, the alert updates to Call monitoring failed - no call to monitor.
- the agent hangs up their phone while the supervisor's phone is ringing. If the supervisor answers their phone, they hear a message informing them that no call is available to supervise and the supervisor leg ends. The customer remains on the call.
- the customer hangs up their phone while the supervisor's phone is ringing.
- If the supervisor answers their phone, they hear a message informing them that no call is available to supervise. When the supervisor clicks the stop button, the alert updates to Call monitoring failed - no call to monitor.
- If the supervisor does not answer their phone, the alert updates to Call monitoring failed - supervisor didn't answer.
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| Call monitoring stopped | Indicates that call supervision has finished successfully. Appears when a supervisor has successfully listened a call and then clicks the stop button in the call monitoring section in Real Time. |
| Call monitoring failed - agent not ready | The supervisor is not able to listen to the call in progress. Appears in the following scenarios: - the supervisor tries to listen to the consulted agent during a consult
- the supervisor tries to listen to a call when the customer is in the mid-call payment system
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Call monitoring failed - no call to monitor | No call is available for the supervisor to listen to. Appears when a supervisor tries to listen to a call in one of the following situations: - the agent releases the call while the supervisor's phone is ringing. The supervisor then answers their phone, and subsequently clicks the stop button in the call monitoring section.
- the agent hangs up their phone while the supervisor's phone is ringing. The supervisor then answers their phone, and subsequently clicks the stop button in the call monitoring section. (Outbound only.)
- the customer hangs up their phone while the supervisor's phone is ringing. The supervisor then answers their phone, and subsequently clicks the stop button in the call monitoring section.
- the agent has not yet answered their phone. (Outbound only.)
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| Call monitoring failed - supervisor didn't answer | Appears if the supervisor does not answer their phone, within 30 seconds, to initiate monitoring. |
| Call monitoring failed - supervisor number invalid | Appears in the following scenarios: - the supervisor rejects the call to their phone after initiating monitoring
- the supervisor's phone is set to Do Not Disturb
- the supervisor has provided an invalid telephone number in call monitoring settings. For information about setting the supervisor's telephone number, see Setting your number for supervising calls.
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| Call monitoring failed - you don't have permission | Appears when a supervisor attempts to listen to a call during a conference because a supervisor cannot listen to a conference call. |
| Monitoring aborted - Agent held call | Indicates that the agent has put the customer on hold. Appears in the following scenarios: - the agent puts the customer on hold while the supervisor is listening to the call
- the agent starts a consult while the supervisor is listening to the call (the customer is automatically put on hold during the consult)
- the agent releases the call while the supervisor is listening to the call
- the agent transfers the customer to the mid-call payment system while the supervisor is listening to the call
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| Monitoring aborted - Agent hung up | Indicates that the agent has hung up their phone. Appears in the following scenarios: - in an inbound call, the agent hangs up phone while the supervisor is listening to the call
- in an outbound call, the customer hangs up and then the agent hangs up phone while the supervisor is listening to the call
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| Monitoring aborted - Caller hung up | Indicates that the customer has hung up their phone. Appears in an inbound call when a customer hangs up and then the agent hangs up phone while the supervisor is listening to the call |
| Monitoring aborted - Supervisor hung up | Indicates that the supervisor has hung up their phone. Appears in the following scenarios: - when a supervisor hangs up phone while the supervisor is listening to the call
- agent hangs up while the supervisor is listening to the call then supervisor hangs up
- customer hangs up while the supervisor is listening to the call then supervisor hangs up
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| Monitoring failed | The supervisor has not successfully listened to the call. Appears in the following scenarios: - the supervisor attempts to listen to an agent's call while the customer is on hold
- the supervisor attempts to listen to an agent's call while the agent is in a consult (the customer is also on hold in this scenario)
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| the supervisor telephone number must be a number | This alert does not appear while a supervisor is listening to a call. The alert appears if a supervisor tries to change their supervisor line number using characters other than numbers. For information on changing a supervisor line number, see Setting your number for supervising calls. |