Service observing

Last Updated : May 27, 2022 |

With Service Observing, supervisors can monitor calls to endpoint extensions, agents, or VDNs. To enable service observing, the system administrator must configure a permission set for observed agents, endpoint and VDN extensions.

The administrator can specify the Listen Only or Coach mode for each Service Observe button on the supervisor endpoint. These modes determine whether the supervisor can switch to the Listen and Talk or Coach mode when observing the call.

Supervisors can monitor calls in one of the following modes:

  • Listen Only: The supervisor can listen to the call. In this mode, the supervisor can switch to Listen and Talk or Coach mode if the administrator configures these modes for the supervisor endpoint.

  • Listen and Talk: The supervisor can talk during the call. In this mode, the supervisor can switch to Listen Only or Coach mode if the administrator configures these modes for the supervisor endpoint.

  • Next Call Listen Only: The contact center adds the supervisor to the next call in the queue in Listen Only mode. In this mode, the supervisor can switch to Listen and Talk or Couch mode if the administrator configures these modes for the supervisor endpoint.

  • Next Call Listen and Talk: The contact center adds the supervisor to the next call in the queue in Listen and Talk mode. In this mode, the supervisor can switch to Listen Only or Coach mode if the administrator configures these modes for the supervisor endpoint.

  • By Location Listen Only: The supervisor can observe calls in a particular contact center location in Listen Only mode. The supervisor must enter the VDN extension and agent profile to observe.

  • By Location Listen and Talk: The supervisor can observe calls in a particular agent profile in Listen and Talk mode. The supervisor must enter the VDN extension and agent profile to observe.

  • Coach: The supervisor can coach a logged-in agent on a call. In this mode, the caller does not hear the supervisor. The supervisor can switch to Listen and Talk or Listen Only mode if the administrator configures these modes for the supervisor endpoint.

If the call is put on hold, Avaya Contact Center – Extended Capacity puts the supervisor in the wait state until the call is active again.

For more information about configuring service observing, see the VDN configuration and permission set configuration sections in Administering Avaya Contact Center – Extended Capacity.