You may want to grant an agent access to view the Agent Monitor page. This is extremely helpful when training a new employee, as they can listen in to live calls as they are happening. This article will describe how to configure permissions for the agent to access the Agent Monitor.
From the Admin Dashboard, click on Account and select Users from the drop down.
Under Show Users, click the Action button and select Settings from the drop down or click the email address.
Click on the Data Access Level Tab and scroll down to Agent Queue Access Level
Scroll down to Agent Monitor User Access Level
Select the User(s) from Cannot Access users box and click the button pointing towards Can Access Users.
Make sure that the users you wanted to include are in the Can Access Users column
Click on Apply Changes to save the settings