Use the Current Agent Status panel in the Monitoring page to listen to a live call.
To listen to a live call
- Access the Monitoring page as explained in Monitoring.
- Scroll down to the Current Agent Status panel, and click the Plus symbol to expand it if collapsed.
- Click to select the checkbox to the left of any agent you want to text, and then click Live Monitoring.
- A Send Text Message dialog box appears. Do the following:
- Enter the telephone you want to use to listen in on the call.
Note: Choose an Authorized Extension from the drop-down list if there any numbers registered for Live Monitoring. Otherwise, enter any number you can access.
- Click to select the Coaching Enabled checkbox to turn on the feature that will allow you to communicate with the agent
- Enter the telephone you want to use to listen in on the call.
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- , if needed.
FMI: For more information, see Monitoring and Coaching Live Calls.
- , if needed.
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- Click OK when done.
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To listen to a live call:
- Place a single checkmark to the left of the Agent you wish to listen to. Click Live Monitoring. This will only work if the agent is already on a call in progress.
- A Live Monitoring dialogue box opens.
- Enter the number of the phone you wish to use to listen in on the call.
Note: If one or more authorized extensions are registered for Live Monitoring, you must use one of these registered phone numbers for your Live Monitoring session. Select a registered number from the Your Telephone Number drop-down menu. If no authorized extensions are registered for Live Monitoring, you can use any number for your Live Monitoring session.
You will receive a phone call where you will hear the conversation- You will receive a phone call at the number you entered and hear the conversation when you pick up, but neither the agent nor the caller speaking with the
- agent will hear you.
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Monitoring and Coaching
If coaching is available, enabling the feature will allow you to whisper or speak to your agent privately, unbeknownst to the caller.
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