The Agents View of The Teams Report
- View and Monitor Agent Conversations

View Agent Conversations

From the Teams Report, select The Agents view.

A view of all agents in the Team displays

Select the arrow-head icon to the left of the agents name.

The Agents conversations display.

The agent is engaged in a voice call. If available the Customer name displays.

The duration of the call and an option to monitor the call appear.

Monitor an Agent Voice Call

Follow the steps to view Agent conversations listed above.

Find a voice call you wish to monitor in an agent's details.

Select the Monitor option in the call details.

After a few moments a Monitored-conversation window opens on top of your view of the Teams report.

You will be monitoring the call at this point. The customer and the agent cannot hear you.

Use Whisper Feature

Use the Whisper feature to mentor an agent in a call. Only the agent will be able to hear you. You can advise the agent in how to handle the call.

The Whisper feature's name indicates that the customer cannot hear you.

Select the Whisper button to Whisper to the agent.

Use Barge-In Feature

Use the Barge in feature to speak with both Customer and Agent.

Return to Monitor From Whisper or Barge-In

While using the Whisper or Barge-In feature, select the Monitor button to return to listening to a call. The customer and agent will not be able to hear your voice.

Stop Monitoring an Agent Call

Select the Drop button to stop monitoring a call.

You will leave the call. The Agent conversation with the Customer will continue.

Close the Monitored Conversation Window.