Live Monitoring of Workers

Live Monitoring allows Supervisors to monitor their Workers by joining live calls between the Worker and the customer, with the option to do the following:

■

Listen to the conversation.

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Supervisors can assist Workers by speaking privately (whisper) to them during the conversation.

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Supervisors can join the conversation directly (barge-in).

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To monitor a Worker:

1.

Select the required queue.

2.

Click the Live Monitoring button corresponding to the required channel of the Worker; the following pop-up appears:

3.

Click one of the following buttons:

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Listen - to listen to the conversation.

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Whisper - to speak privately to the Worker (Customer doesn't hear) during the conversation.

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Barge-in - to join the Worker and customer conversation.