The Agent Monitor Screen shows vital campaign information, such as but not limited to: dial level, drop rating, number of dialable leads and total number of agents that are currently logged in. The admin can also monitor the agent's status and can listen to their live calls.
From the Dashboard, click on Reports and select Agent Monitor from the drop down.
In the Agent Monitor, you can listen to your agents.
There are three ways to listen to your agents.
Barge – It permits the Admin and the Agent to be on a call simultaneously with the customer.
Listen –The Agent will not be able to hear the Admin so he is unaware that someone is listening.
Whisper – Only the Agent and the Admin and hear each other. It allows the Admin to speak to the agent while the call is ongoing without the customer hearing the Admin.
Note: When an icon is selected, two other icons will disappear. Press the same icon again to stop the current action and to select other icons.