Observing an agent

Last Updated : Apr 17, 2024 |

About this task

You can observe active interactions. While observing, you see the active interaction with the customer, but you cannot send a message to the agent or customer.

Procedure

  1. On the supervisor dashboard, locate the agent you want to observe.
  2. Click the Arrow Down icon to expand the agent row and view active interactions.
  3. In the Active Interactions section, under the Action column, click the Observe icon.