Monitoring Calls

The Call Monitoring page provides an interface for monitoring a call on a continuous or one-time only basis, and down to the agent level.

To monitor a call:

Procedure

Step 1

Open the Call Monitoring module.

Step 2

In the Monitoring Filter panel on the left side of the page, specify one or more queues, sites, teams, and agents you want to monitor. If you leave a queue, site, team, or agent list set to All, only those entities to which you have access will be included in the request.

Step 3

In the Callback Number field, enter the phone number where you want the audio to be sent, and click Register. If you need to update a number, enter the new Callback Number field and click Update.

Note

  • Enter all the digits required to reach that phone, without hyphens or other special characters. For example, if the phone number is 415-555-1234, you would enter 4155551234.

Step 4

Select the format for the callback number:

  • U.S. Format (the default) interprets the phone number as 1 + area code + seven-digit phone number.

  • Other indicates that the phone number format is other than U.S. format.

Step 5

If you want to prevent this monitoring session from being displayed on other users' Management Portals, select the Use Invisible Mode check box.

Step 6

Click one of the buttons described in the following table to submit your monitor request.

Note

These buttons are disabled is the Callback Number isn’t provided.

Select this button

To do this

Monitor Next Call

Monitor the next incoming call that fits the specified criteria.

Continuous Monitor

Continuously monitor calls that fit the specified criteria. After you click this button, a dialog box appears where you can enter the duration of the monitoring session in minutes or leave the default set to Unlimited. Then, click Monitor to dismiss the dialog box and submit your request.

Note
After the monitor duration has expired, the system may take up to 5 minutes to remove the monitor request, during which time one more call might be delivered to you.

Your request appears in the Monitor Requests list along with any pending requests from your colleagues.

When a call that matches the criteria you specified is distributed to the destination site, the audio is delivered through a phone call to the number you specified. The monitored call appears in the Calls Being Monitored list.

For more information about the elements displayed on the Call Monitoring page, see Viewing Call Monitoring Information.

Step 7

If authorized by your user profile, you can click the Coach or Barge In button in the Action column to coach the agent or barge in on the monitored call. For details, see Barging in on a Call.

Step 8

When the call has ended, click Monitor Next Call to monitor the next call in the queue, or, if you selected Continuous, the next call in the queue is automatically sent to you.

Step 9

Click the Cancel button to cancel monitoring activity for that request. If you selected Continuous, you can click the Pause button to temporarily halt the calls sent to your number. Then you can click the Resume button to resume monitoring.

Note
If an agent goes into the Not Responding state, the call goes back to queue and the caller hears music on hold. If during this time, a supervisor is monitoring the call, the supervisor is disconnected as well. If the supervisor is scheduled to monitor the call but hasn’t yet picked up, the call disappears from the Monitor Requests list and the phone stops ringing.