Monitor a Live Agent Conversation

Note: this feature is deprecated. Please use the agent desktop (storm DTA) to listen to live agent conversations. Refer to the storm DTA User Guide for instructions.

This is a procedural topic for supervisors describing how to monitor an agent's conversation with a customer in real-time. You monitor an agent conversation in an Agent Group module (shown below) on a real-time dashboard. The advantage of monitoring live-agent conversations in this manner is that you do not need a list of agent extension numbers.

Two monitoring modes are supported in the Agent Group module:

• Silent monitor - listen-in to the call.
• Barge in - take over the call and speak directly to the caller and agent.

In live agent monitoring, you are monitoring an agent's line irrespective whether they are or are not on a call. You can therefore dial into an agent's line before they engage in conversation with a customer.

Prerequisites

• You have logged in to storm with your user log in credentials and then launched the VIEW application. See Log in to storm and Launch VIEW.
• A real-time dashboard has been set up by an administrator. See Create a Dashboard for Real-Time Statistics.
• You are familiar with the VIEW Dashboard Interface.
• The agents who you wish to monitor belong to agent groups that have been assigned to your supervisor account. See your storm UC/CONTACT administrator for confirmation.
• You have the extension number to the Supervisor Listen-in service and the security PIN. If not, contact your storm UC/CONTACT administrator.
• You have access to a telephony device such as a deskphone or the storm web iPath, which is integrated in the agent desktop (storm DTA). This is required to dial the Supervisor Listen-in service.
• The agent's name is visible in an Agent Group module's Individual User Statistics Panel.

Procedure

1. In an Agent Group Module, identify the agent whose call you wish to monitor. This will be an agent in the Incoming or Outgoing status.

2. Log in to your telephone using your supervisor login credentials.

3. Using your telephone keypad, or from within storm DTA, dial the extension to the Supervisor Listen-in service.

4. Enter your PIN when prompted.

5. When prompted for the extension of the target agent, click to listen to the agent (silent monitoring), or click to barge in to the conversation (see Monitor Agent Call Buttons). You can change the listening mode or click the equivalent buttons for another agent at any time during a monitoring session.

Note: a third option (whisper to the agent) is not supported in the Agent Group module. However, you can still enter this mode by pressing option 2 on your telephone keypad at any time during a monitoring session.

6. To stop monitoring an agent, hang up.

Note: if the monitored agent hangs up, you will remain connected to the agent's line and will continue to monitor the next call they receive or make.