With the Service Observe feature, as a supervisor, you can monitor a phone call to observe the call quality. You can also provide on the job training by coaching the agent during the service observe.
You can activate the feature from the phone when you are not logged in as an agent or when you are logged in as an agent, but you are in AUX state.You can activate the feature from the phone.
The Service Observe feature has the following modes:
Basic: You can activate the feature in Listen-only mode. You can switch from Listen-Only mode to Talk or Coach mode if your administrator configures it.
No-Talk: You can activate the feature in Listen-only mode and cannot switch to Talk mode.
Next Call: You can activate the feature in Listen-only mode for the next call. You can switch from Listen-Only mode to Talkor Coach mode if your administrator configures it.
By-Location: You can activate the feature in Listen-only mode for a Vector Directory Number (VDN). You must provide a VDN and a location ID. You can observe the call only when the agent at the required location connects to a call. You can switch from Listen-only mode to Talkor Coach mode if your administrator configures it.
Depending on your requirement you can use the following options:
Listen-only: In the Listen-only mode, you can silently monitor the call.
Talk: In the Talk mode, you can talk to the agent and the caller.
Coach: In the Coach mode, you can talk only to the agent. The caller will not hear you talking to the agent.
Use the Computer Telephony Integration (CTI) client to remotely activate or deactivate the Service Observe feature. For information on using the CTI client, see Avaya Aura® Application Enablement Services documentation.
