Monitoring > Current Agent Status > Monitoring an Agent Live
 
This article explains how monitor an agent during a live call using the Current Agent Status panel in the Monitoring page, and it's part of a set of articles that explain how to use the Monitoring feature in UNIVERGE BLUE® ENGAGE Admin Portal. Use the navigation above to return to a previous article, including the parent article, and jump to another article in the set from there.

 

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.
    Step 3: Live monitoring
     
  4. 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.

      Step 4a: Live monitoring
       
    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.
    Step 4: Live monitoring
     

Is this answer helpful?


Haven't found what you're looking for? Search the Support Center!