About Agent Monitoring
This feature allows you to monitor an agent’s conversation, either with or without the agent’s knowledge. Typically, you use this feature to monitor an agent’s handling of ACD calls.
Are your agents notified?
Your system may be programmed to notify agents when their calls are being monitored. In this case, the agent hears a beep when you begin monitoring the call. If the agent has a display telephone, your name and extension number appear in the agent’s display for the duration of the call.
If your system is not programmed to notify agents when their calls are being monitored, the agents do not hear a beep and the agent’s telephone display does not indicate that monitoring is taking place.
You can just listen or you can join the conversation
When monitoring an agent, you can listen to the conversation but you can’t speak to either the agent or the caller. Anything you say while in call monitoring mode is not heard by either the agent or the caller. However, you can join the conversation by forming a
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