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Supervisor features
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Observing a call
Use the Observe feature to monitor an agent in a call.
Note: Use this feature to listen to a conversation between an Agent
and a Customer, or to create a three-party conference with the
Supervisor, Agent and Customer.
To observe a call:.
1. Press the Observe key.
or
2. Choose one of the following:
— Press a selected Agent key.
— Dial the agent’s Position ID.
3. Choose one of the following:
—Press the Ring Agent key creating a
three party call, so that you can
break in to the call, and speak to
both the caller and the agent.
— Press the Call Agent key to talk to
the agent you are monitoring.
— Proceed to step 4.
4. Press the Observe key to terminate the
observation.
Observe
Agentkey
RAG
CallAgt
Observe