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Continuous Agent Monitoring

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. In section Supervision, select the desired agent from the individual teams agents list, located at the bottom of the screen.
  2. A window will pop, displaying the monitoring functions.
  3. 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.

Continuous agent monitoring

To stop monitoring the agent:

Simply deselect the checkbox.

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