Monitor Agent Conversations

Buzzeasy offers supervisors the ability to view, listen in as well as to join the conversations ongoing at the agents.

View agent conversations

  1. Select Realtime reports > Teams menu in the portal. Dashboards of team specific KPIs show up.

  2. Find the dashboard for the team the agent you are interested works in, and click the Agents tab in there. The list of all the individual agents' KPI shows up.

  3. Agent KPI cards contain information about whether there are tasks open. Click the KPI of the target agent to have their card expand.

  4. The bottom part of the expanded agent KPI card lists all the open tasks the selected agent is working on at the moment. Click Monitor in the line representing the conversation you are interested about.

    The list shows the name of the customer, the channel as well as the duration of each conversation at the agent.

  5. For voice conversations, a new browser window opens up where you can decide which monitoring mode you wish to engage: Monitor, Whisper or Barge-in.

    You can also select a Quality Monitoring Script to be loaded for you, to guide you through a quality evaluation process of the ongoing conversation.

  6. For chat based conversations, a new browser window opens up where you can start typing your messages for the agent. By default, the customer won't see these messages, however you can change your messaging target any time to address the customer as well.

    You can also select a Quality Monitoring Script to be loaded for you, to guide you through a quality evaluation process of the ongoing conversation.

  7. Though you can see email tasks being open at the agent, you can't actively monitor these.

Monitor agent conversations

  1. Follow the View agent conversations steps above to see all work items your target agent has open at the moment.

  2. Find the conversation you are interested in, and click the Monitor button next to it. A new Outbound Call browser window opens up. You will by default start to hear (voice call) or see (chat based messages) the ongoing interaction between the customer and the agent however they won't notice your presence.

  3. You can choose to "show up" in the conversation, effectively engaging in a 3-way conference with the customer and agent, or make yourself visible to the agent only.

    You can also select a Quality Monitoring Script to be loaded for you, to guide you through a quality evaluation process of the ongoing conversation.

Use the whisper feature

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

  1. Follow the View agent conversations steps above to see all work items your target agent has open at the moment.

  2. Find the conversation you are interested in, and click the Monitor button next to it. A new Outbound Call browser window opens up.

  3. Click Whisper to engage this mode of engagement with the agent.

Use the Barge-in feature

Use the Barge in feature to speak with both the customer and the agent.

  1. Follow the View agent conversations steps above to see all work items your target agent has open at the moment.

  2. Find the conversation you are interested in, and click the Monitor button next to it. A new Outbound Call browser window opens up.

  3. Click Barge-in to effectively engage in a 3-way conferencing with the agent and the customer.

Return to monitor from whisper or barge-in

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

Stop monitoring an agent call

  1. Select the Drop button to stop monitoring a call.

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

  3. Close the monitor browser window(s).