Monitor Agent Activity

The Teams View provides a real-time view of contact center agents’ activity. With this information, supervisors can monitor individual tasks for training and problem-solving in the contact center. This tool helps supervisors ensure that agents’ interactions with customers meet quality standards.

Call monitoring

Call monitoring allows supervisors and admins to listen to any call in real-time. To listen to a live call:

1. Open any voice call task by clicking on it in the Agents list

2. Click on the Call Monitoring button. A persistent bar (LiveCommsBar) indicating active call monitoring will appear, and audio from the call will start playing.