Observing an interaction

Last Updated : Oct 31, 2022 |
Prolog information
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Keywords:
Use this procedure to monitor ongoing interactions between an agent and a customer for a quality check and determine whether an intervention is required.
Important:
  • Supervisors can observe agents, but agents cannot observe peer agents.
  • If the agent under observation transfers the interaction, the application ends the observe session.
  1. Click the My agent icon (My agent).
    ADDITIONAL INFORMATION:
    The application lists the agents in the team with the status.
  2. To find an agent, do one of the following:
    • Scroll through the list of agents.
    • Type the name of the agent in the search field, and click the Search icon (Search).
    • Select appropriate values in the Extension, Channel, or Status fields.
  3. In the row with the agent name, click the Observe icon (Observe).