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Call Center Telephone Administration Guide
Chapter 11
Monitoring call activity
There are two ways that you and supervisors can monitor call activity at your call center:
• “Monitoring agent calls with Silent Monitor” on page 151
• “Monitoring skillsets” on page 154
You can monitor calls by using memory buttons that you program with the Feature Codes for
monitoring:
• Display calls waiting in skillsets ≤·‚·
• Monitor agent calls ≤·‚fi.
NOTE: To use ≤·‚fi, we recommend you program it to a memory button and press
the ≤·‚fi memory button to monitor agent calls.
For more information on monitoring agents, refer to the Call Center Supervisor Guide.
Monitoring agent calls with Silent Monitor
When you monitor calls as a Silent Monitor, you are not detected by the agent or callers. You
monitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When the
current call is completed, the monitoring session of the agent continues. You do not have to
reestablish the monitoring session. You must be logged on before you can monitor calls.
We recommend you program a memory button with ≤·‚fi, and then press the
≤·‚fi memory button to monitor calls. If the memory button you choose has an indicator,
the indicator shows your log on status. You do not have Call Center calls sent to you while you use
≤·‚fi.
Note: While you monitor an agent’s calls you monitor all of their calls, including their
personal calls. Tell agents that if they make a call that they do not want monitored, they
must first log off as an agent, then log on again when they complete the call.