Call Center Software: Learn More
Call Center Manager
About CCM
Call Center Solutions
Learn More
- How to Setup
- How to Use
- Call Center Manager Windows
- Dropped Call Rate Thresholds
- Monitor Agent Conversations
- Monitor A Phone Line
- Whisper Coaching
- Monitor Performance
- Call Center Summary Reports
- Call Center Campaign Reports
- Call Center Agent Reports
- Eliminate Dropped Calls with Rollover IVR
- Time Zone Management
- Setup Line Usage Rules
- Setup Call Distribution Rules
- Setup Agent Role and Skill Group
- Setup Role-based Access To CRM Records
- Tutorials
How to Monitor Agent Conversations
Voicent's Call Center Manager allows a manager or a supervisor to monitor agent conversations. To monitor an agent, right-click the agent in the Agent Control Window, then select Monitor.
Once set, the icon of the agent will show a red border, indicating the agent is under monitoring. Whenever the agent answers a call, the call conversation audio will be forwarded to the manager automatically.
