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 on how 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.