How Do I Listen In to Live Calls

Introduction

Agent inbox provides functionality to remotely listen to live calls of colleagues and employees.

Using this feature people can learn from more experienced colleagues and supervisors, senior colleagues and/or coaches can remotely monitor calls for coaching and quality monitoring use-cases.

Steps

• Permit the listening Agent to remotely listen in to live calls

• As listening Agent, select an Agent to listen to

• Wait for the next call for the listening to start

Permit the listening Agent to remotely listen in to live call

• Go to Settings > Team

• Select the Agent that is going to listen in to calls

• At the bottom of the page, select Yes for Allow request to listen in

As listening Agent, select an Agent to listen to

• After the access right Allow request to listen in is granted to an Agent, refresh the page

• After page refresh, a listen in button is displayed in the top right corner
  

  

• Click the button to open op the list of Agents that you can listen to
  The list shows all agents that have a Native Voice assignment in any webstore
  

  

• After selecting the Agent you want to listen to, the popup shows an active listen in session
  As soon as the listen in session is start your status will be set to Busy (on the phone)
  

  

• As soon as the Agent that is selected starts participating in a new call, the Open conversation button is enabled and the listening Agent receives the audio of the call
  The listen in button is highlighted in green as long as a call is active.
  

  

• To end the listen in session, click Stop call listening
  After ending the listen in session, you status will be reverted to the previous status