• 5.19 • 5.3 • 5.8

How to Continuously Monitor Agents

As a supervisor, you can continuously monitor calls of a selected member of your team. When you activate this function, monitoring of all subsequent calls made or received by this team member will start automatically.

To set continuous monitoring for a particular agent:

1. Select the desired agent from the Agent Metrics View in the right pane of Agent Desktop. The Contact Info Panel will display the monitoring functions.
2. Select the keep monitoring this agent checkbox.

Note that you can only continuously monitor one agent at a time. Thus, if you activate this function for another agent, monitoring of the originally selected agent will stop.

To stop monitoring the agent:

Simply deselect the checkbox.

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