Overview

Monitor Agent allows a contact centre supervisor to dial a dedicated DNIS, be authenticated, and then listen to active calls being conducted by a selected agent.

1. An Example Scenario

2. Add Workflow Object

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

  3. Select a workflow from the list displayed (you can also create a new one).

  4. Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.

  5. Click the Add New Object icon  The New Workflow Object dialog opens.

  6. Select Monitor Agent from the drop-down selection list.

When you include Monitor Agent in your automated workflow, enter the following details:

Field Name

What you should do

Workflow Object Title

Enter a meaningful name for your new object.

Input Passcode Prompt

Select which sound will be played to prompt the monitoring supervisor to enter the passcode.

Incorrect Passcode message

Select which sound will be played when an incorrect passcode is entered.

Welcome Message

Select which sound will be played when the correct passcode is entered.

Access Failed Message

Select which sound will be played when the maximum passcode entry retries has been reached.

Passcode

Enter a passcode that the monitoring supervisor will use to start monitoring mode.

When a monitoring supervisor enters the passcode, they need to terminate it with a '#', otherwise there will be a long delay (about 20 seconds) before the passcode is processed and monitoring begins.

Max Passcode retries

Select how many times an attempt to input a valid passcode will be made.

Input Agent ID prompt

Select which sound will be played to prompt the monitoring supervisor to enter an Agent ID.

Agent not on a call message

Select which sound will be played when the designated agent is not currently on a call.

Note

This message should perform two functions:

  • inform the monitoring supervisor that the designated agent is not currently on a call 

  • prompt them to enter another Agent ID.

No active calls message

Select which sound will be played to inform the monitoring supervisor when there are no active calls for that campaign.

Click Save to keep your new object and to return to the Workflow Builder.

Once a Supervisor is monitoring an agent, they can control the process by pressing the following keys on their phone keypad at any time:

  • 1# to enter another Agent ID

  • 5# to enable whisper functionality (Supervisor can talk to Agent the caller can't hear the supervisor but can still hear the agent talking)

  • 6# to enable barge functionality (Agent, Supervisor, and Caller can speak to each other)

  • 4# to return to the default listen-only functionality