Configuring Team Monitoring access
Only admin or supervisor users can access Team Monitoring. By default, users can create dashboards and add only agents who are in groups they have access to through group permissions. Also, they can add only Real-time Analytics dashboards they have access to.
To monitor interactions and their agents, users need additional permissions and settings.
To enable a user to monitor interactions, edit their feature permissions in User Admin. Alongside Interaction monitoring within the Insights section, select Yes. For information about configuring feature permissions in User Admin, see Configuring admin and supervisor feature permissions. The user must also be able to work with interactions — in other words, act as an agent. For information about enabling the user to work with interactions, see the How do I allow a user to act as agent to work with interactions? section in Configuring individual users.
Granular monitoring permissions
Prerequisites
The system administrator defines which specific monitoring activities are available for supervisors. Monitoring activities that are not enabled are visible but cannot be selected:
Where necessary, administrators can set more granular permissions for supervisors to monitor agents within their assigned groups. This can be done as part of configuring supervisor feature permissions.
To configure granular monitoring permissions, go to User Admin > Edit > Feature Permissions > Insights and set Yes for the necessary permissions:
Parameter | Description |
|---|---|
Allow to coach interactions | The supervisor can listen to an interaction and speak to an agent. The customer does not hear the supervisor. |
Allow to join interactions | The supervisor can join the conversation. Both the customer and the agent hear the supervisor. |
Allow to listen-in/watch conversation | The supervisor can listen to an interaction between an agent and a customer. It is also possible to listen to two agents consulting. Silent and Transparent mode It is possible to customize this parameter and decide if the supervisor's activity is visible to the agent or not.
If the Transparent mode is selected, the agent sees the information about monitoring during the interaction, along with the information on who is listening (first and last name) and the duration of the monitoring activity. |
For general assistance, please contact Customer Support.
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