Monitoring an Agent Live

Use the Current Agent Status panel in the Monitoring page to listen to a live call.

To monitor a live call

1. Access the Monitoring page as explained in Monitoring.
2. Scroll down to the Current Agent Status panel, and click the Plus symbol to expand it if collapsed.
3. Click to select the checkbox to the left of any agent you want to monitor, and then click Live Monitoring.
   
   
   
   
4. A Send Text Message dialog box appears. Do the following:
   1. 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 the number of any telephone  you have access to.
      
      
      
      
   2. Click to select the Coaching Enabled checkbox to turn on the feature that will allow you to communicate with the agent, if needed.
      FMI: For more information, see Monitoring and Coaching Live Calls.
   3. Click OK when done. 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.