Listen to a Live Agent Conversation

Supervisors only

The supervisor listen-in feature allows you to monitor agent conversations in real-time. The agents you are allowed to monitor are those who belong to the agent groups that have been assigned to you by your storm administrator.

The following monitoring modes are supported:

Silent monitor - listen-in to the call. Neither the agent nor the contact will know that you are listening.
Whisper - listen-in to the call and speak to the agent. (The agent will hear your voice but the contact will not.)
Barge in - take over the call and speak directly to the agent and the contact in a three-way conference.

Procedure

Dial the extension of the listen-in service provided by your administrator (see Make an outgoing call).
Enter your verification details when prompted.
When prompted, enter the extension of the agent on your keypad followed by the # key. Then, when prompted, press 1, 2, or 3 to select the monitoring mode for that agent (silent monitor, whisper, or barge-in respectively). You can then press * to enter another agent's extension and press 1, 2 or 3 again for the monitoring mode. You can change the monitoring mode for the current agent by pressing 1, 2 or 3 at any time.

As an alternative to entering an agent's extension and pressing the key for the monitoring mode, you can do the following:

Click the button on the Toolbar. This displays the Monitor Agents Panel.

In the panel, select the agent's parent agent group. In the list of displayed agents, identify the agent you want to monitor and then either click their button to silently monitor their conversation, or click their button to barge in. Your selection is indicated by a grey circle. In the illustration below, the supervisor is listening in to agent Baz Parson's conversation.

Note: you can switch between the monitoring modes at any time during the session by clicking the appropriate button. There is currently no button for entering into whisper mode but you can press '2' on your telephone keypad to do so.

To end your monitoring session, hang up your telephone.

Note: you cannot listen-in to agent conversations in a 4-way conference.