Interaction Monitoring

As a supervisor or administrator, you may need to listen to active or recorded calls for reasons such as completing quality evaluations or ensuring that new agents are handling support cases correctly. You can listen to conversations through:

• Silently monitoring calls: Listen to calls that are currently in progress. You are automatically muted so that the agent and the customer aren't alerted that you're monitoring the call. You can also unmute yourself in calls (barge in) that you are currently monitoring so that you can join the conversation with the agent and customer.
• Reviewing recordings and transcripts: Listen to recordings of completed calls or review messaging transcripts. You can listen to calls multiple times, adjust the volume, and advance or go back to play a different section.