Description

This article describes Webphone Call Monitoring feature which allows managers to Listen, Whisper, or Barge into active calls. This article covers the following topics:

Overview

Monitoring a call allows a manager to listen to a call while it’s in progress. The manager can join the call and speak with both the agent and the customer (Barge), speak directly with the agent only (Whisper), or just listen in without connecting with the agent or the customer (Listen).

Monitoring a call provides a manager with information so they can offer coaching tips to an agent. Coaching allows a manager to drive improvements by offering comments and advice to the agent either during or following the call.

When an agent makes a call using the webphone tool, the active call appears in the Webphone Monitoring page. The manager can access the call from this page.If the manager is on an active call, the call will not appear in the Webphone Monitoring page. This is because the manager cannot perform a monitoring action on call in which they are participating.

Instructions

1. Select Webphone Monitoring from the Admin dropdown menu.
   
   

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2. The Webphone Monitoring page opens with All as the default Team/Agent dropdown selection.
   
   

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3. Any call that is in progress is listed.
   
   

    

4. The manager can choose an action from the four Actions icons.
   
   

    

5. When a manager selects an action option for an active call, the record row for the call turns light green.
   
   

   
   Additionally, a fifth icon appears in the Actions column. This icon is shaped like an ear and confirms to the manager that they are currently participating in the call as a listener, at a minimum.
   
   

Icons

Four action options are available to the manager: Barge, Whisper, Listen, and Hang Up. A fifth icon,

Barge

Clicking the Barge icon allows the manager to join the call as a participant. The manager and agent can hear and speak with the manager.

Whisper

Clicking the Whisper icon allows the manager to communicate with the agent without alerting the customer to their presence.

Listen

Clicking the Listen icon allows the manager to listen in on the call without alerting the agent or customer to their presence.

Hang Up

Clicking the Hangup icon ends the call for all participants: the manager, agent, and customer. After clicking the icon, the manager must confirm the hang up when the Confirm Hangup popup window opens.

Ear

The Ear icon being visible confirms to the manager that they are currently participating in the call as a listener, at a minimum.

Columns