Silently Monitoring Interactions

Supervisors and administrators can listen and view call, chat, and messaging interactions between agents and customers. When you begin monitoring a call you are muted so that the agent and customer aren't alerted that you are listening. You can unmute yourself (barge in) to join the conversation with the agent and contact. For example, if you're monitoring a call that is becoming a potential escalation, you can unmute yourself to provide assistance. When you barge in, both the agent and the contact can hear you.

You can monitor an interaction if:

  • The Silent Monitoring object is included in the flow that the call is received on.
  • You must have the default Administrator or Supervisor role, or a custom role that contains the following role permissions:
    • MONITOR_ALL_CALLS
    • BARGE_ALL_CALLS

To monitor an interaction:

  1. Go to Reporting > Interaction Monitoring.

    The Interaction Monitoring page is displayed, listing all active and previously monitored interactions on your tenant.

  2. Locate the interaction that you want to review.

    3. Controls Description

    You can use the column headers to sort and filter the list of active interactions as follows:

    • Click the column header to change the sort order.
    • Click a column header, press and hold the Shift key, and click another column header to perform a multiple column sort.
    • Enter a keyword in the search field under the column by which you want to filter. For example, type Email in the search field under the Channel column.
    • Enter an option from the drop-down list box. For example, click the Direction drop-down menu and select Inbound.
    Select 12h or 24h to change the time display format.
    To choose which columns that you want to display in the table, click Columns and then select or clear the columns you want to display. Your column display is automatically saved when you leave the page.

    In the Monitoring column, click the drop-down arrow to display and choose the following the options:

    • All—Displays all current interactions.
    • Monitored—Displays interactions that were previously monitored and interactions that are currently being monitored.
    • Not Monitored—Displays only previous and active interactions that not been monitored.

    To indicate the current or previous monitoring status, the following icons might be shown:

    • The green circle indicates how many supervisors or administrators are currently monitoring the call.
    • The grey square indicates how many supervisors or administrators have previously monitored the call.

    Click image to enlarge

    To view more details about an interaction, click anywhere in the row except the Monitoring column button.

    The details show you:

    • Interaction Details—Describes the interaction with details that include channel type, contact point, customer ID, flow details and other related details.
    • Active Participants—A list of participants who are actively involved in the interaction.
    • Interaction Monitors—Displays information about who is currently monitoring the interaction or have previously monitored the interaction. Further details include the start and end time when the participant monitored the interaction and actions taken (for example: did they unmute themselves to barge-in at any point).

    You can collapse one or more of the detail sections, click the arrow beside the detail you no longer want to see.

    A blinking red dot beside an interaction indicates that there are new details for that interaction.

  3. Click Monitor in the Monitoring column for the interaction.

Monitoring a Voice Interaction

If you are monitoring a voice interaction, a pop up allows you to select your extension. The extensions in the pop up appear in the same order they are configured in your User Management profile.

Note: You can only monitor one voice interaction at a time.

  1. Click on the extension with which you want to work. Three animated dots appear in the bottom left hand corner indicating that you are dialing.

    2. Once you are connected, the Monitoring Toolbar displays at the bottom-left corner of the window.

    You are now silently monitoring the call. Notice that the Monitoring Toolbar displays at the bottom-left corner of the window.

  2. Optionally, barge in to assist with the call:
      1. Click the microphone icon () to unmute yourself.

        The microphone no longer has a line through it, which indicates you are unmuted. You can now speak to the agent and customer in the call.

      2. Click the microphone icon () to continue silently monitoring the interaction in a muted state.
  3. To end your monitoring session, click the handset icon (CxEngage silent monitoring end call icon).

    Your monitoring session also automatically ends if either the agent or the customer ends the call.

Important notes:

  • The Interaction Monitoring page will not allow a Supervisor to monitor interactions if they are also logged into Skylight.

  • If you can't monitor the call, verify that the Enable Silent Monitoring toggle is enabled in your flow's default settings. Only voice interactions with the Enable Silent Monitoring toggle enabled in the flow's default settings will show up in the Interaction Monitoring table. Users will not even see interactions that are non-voice or have the toggle in flow disabled.
  • Don't monitor calls that you are handling as an agent and monitoring as a supervisor under the same user name. If you monitor your own call and click the handset in the Monitoring Toolbar, the call ends for all participants instead of only ending your monitoring session.

Monitoring Digital Interactions

If you are monitoring a digital interaction, chats, SMS, or messaging, you can follow along with the conversation by viewing the details for the interaction.

Note: You cannot monitor digital interactions in real-time. The transcript is updated every 10 seconds for new messages. As well, digital interactions are read-only.

  1. Click the arrow beside the interaction you want to review.

    Note: A blinking red dot beside an interaction indicates that there are new details for that interaction.

  2. The interaction between the agent and the customer displays in the box below the Interaction Details, Active Participants, and Interaction Monitors information. Click the arrow beside each section to collapse or expand the section.

  3. Click the End Monitoring button to end the monitoring session.

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