Call Center Manager: Call Monitor

Voicent 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 manager can listen to the conversation whenever the agent is connected to a customer. The icon of the agent under monitoring shows a red border.

Under monitoring, the manager can hear customer and agent but neither can hear the manager. For enable a manager to talk to an agent, turn on whisper coaching.