Call monitoring, also known as "Listen In," can be a useful tool for office managers and call center supervisors. Often used for training and customer-care handling, the call monitoring feature allows you to listen in, talk to your agent, or join in on the call.
THE AGENT SECTION OF THE CALL CENTER TAB
The agent section is located on the bottom right side of the Call Center page. At the top of the list, you can see how many agents are online, and how many are currently on a call. You can sort the list by online status, extension, last name, or first name.
There are three agent-icon colors showing which users are or aren't available in queues.
- Available is green,
- on a call is red,
- and not logged in is grey.
When hovering over an agent, their extension number will replace their name and you can access 3 buttons are available:
- Stats
- Queues
- Listen In (call monitoring)
HOW TO ACCESS THE LISTEN-IN FEATURE
| You must be in the "Manage Organization/Call Center" view to access the Call Center tab. |
1. Click the Call Center tab in your SONAR portal.
2. Navigate to the Agents section. Here you can scroll through users or search the agents you want to monitor.
3. Hover your mouse over a user's name.
4. Click the speaker icon.
5. The phone associated with your extension will ring: answer the call.
Agents will not be informed that you are monitoring their calls.
FEATURES AVAILABLE WHILE MONITORING A CALL
Once you have initiated call monitoring with the listen in feature, you can listen to the call but are muted to both parties. There are two features available to you once you have initiated a listen-in.
Join Call - Unmute yourself and conference into the call: both parties will be able to hear you.
Whisper - Unmute yourself to your agent, but not the second party. This can be helpful for training or if an agent is struggling in a particular area.
When two agents are on the phone with each other, you have the option to Whisper to either agent.
