If a scheduled request and a continuous request are made for the same target, the continuous request takes precedence. You cannot make a continuous monitoring request and an ad-hoc request for the same target at the same time. Hear and can barge in on a call and become part of the conversation between the agent and the customer. Authorized supervisors can coach an agent during a connected call by providing comments that only the agent can The audio for the call is delivered through an inbound phone call using a phone number associated with the user engaged in Monitoring can be done on a continuous, one time only (ad hoc), or scheduled basis, and authorized users can monitor

To monitor the next call that matches the combination of all the criteria when the call is distributed to the destination After these criteria are entered, the system places a request Through a simplified Web interface, authorized users can select a combination of one or more queues, sites,Īnd teams, as well as a specific agent that they want to monitor. The Webex Contact Center Call Monitoring module enables contact center managers to monitor the quality of service being delivered across their multisourceĬontact centers. Users can also create monitoring schedules, coach an agent who is connected to a call by providing comments that only theĪgent can hear, and barge in on calls as needed. The Call Monitoring module enables authorized users to silently monitor any active call that is managed by the Webex ContactĬenter service at any time, across any site, and to verify that customers are being served in a professional manner.

Center of monitor