Observing an agent

Last Updated : Oct 23, 2023 |

About this task

You can observe active interactions. While observing, you can see the agent's interaction with the customer, but you cannot send messages 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.