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
The Monitor Agent object is used for managers that may not have access to the Workspace, to monitor calls by calling a dedicated workflow
2. Add Workflow Object
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Open the Workspace.
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Select Workflows from the Resources menu.
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Select a workflow from the list displayed (you can also create a new one). A schematic representation of the workflow is displayed.
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Click the Add New Object button. The New Workflow Object dialog opens.
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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. This message should perform two functions:
|
|
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.
3. Monitor Agent Controls
Once a Supervisor is monitoring an agent, they can control the process by pressing the following keys on their phone keypad at any time:
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1# to enter another Agent ID
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5# to enable whisper functionality (Supervisor can talk to Agent the caller can't hear the supervisor but can still hear the agent talking)
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6# to enable barge functionality (Agent, Supervisor, and Caller can speak to each other)
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4# to return to the default listen-only functionality