Silent Monitoring

With silent monitoring, a supervisor can view conversations or listen to calls which an agent is handling without them knowing they are being silently monitored. There is no chat between the supervisor and agent, and the agent doesn't see any monitoring actions in their Communication Panel. The supervisor has all of the agent guidance actions available. An agent can only become aware that they were being monitored if the supervisor decides to join the call, intercept, or coach the agent.

This image shows the supervisor's view in silent monitoring. Note: You can tell silent monitoring apart from agent guidance based on their icons:

• silent monitoring

• agent guidance

A supervisor can only have one session of either agent guidance or silent monitoring at a time. If a supervisor, for example, has an ongoing silent monitoring session while an agent asks for agent guidance and the supervisor accepts the agent guidance request, the silent monitoring session then ends.

If the supervisor is listening to an agent's call, listening continues from one call to the next. If the supervisor moves from silent monitoring to agent guidance, the Listen button also remains active.

Prerequisites

• Agent guidance is in use. See prerequisites in Agent Guidance.

• Silent monitoring is enabled in System Configurator.