Overview
The Agent Monitor is a tool for tracking Agent Status and vital Campaign/Queue data in real-time. Additionally, Admins can use this page to interact with and listen in on Agents' live calls, allowing them to coach in real time and ensure a successful call.
Contents
Listening to Live Calls in Agent Monitor
1.) Click the Reports main menu.
2.) Click the Agent Monitor menu option.
The Agent Monitor screen will open.
3.) Locate the list of logged-in Agents and find Agents highlighted in green.
4.) Use the icons in the Listen column to hear live calls.
- Barge (megaphone with sound waves): Click this icon to be on a call simultaneously with the Agent and Lead.
- Listen (megaphone with no sound): Click this icon to listen in without being heard by the Agent or Lead.
- Whisper (microphone): Click this icon to talk to the Agent without the Lead overhearing.
Note: When an icon is selected, the other two will disappear. Click the same icon again to stop the current action and choose other icons.
Another Admin is Interacting with a Call
When more than one Admin uses the Agent Monitor simultaneously, they need to know when someone else is interacting with a call.
The Listen icons are highlighted when another Admin is already Listening, Barging, or Whispering on a call.
- This ensures that Admins are aware when another Admin conducts one-to-one coaching on a Live call.