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APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-17
If the agent whose call you are supervising transfers the call to another party, or parks
it and it is unparked by another party, you are disconnected.
How monitoring and coaching appear in the Call Monitor
When you are monitoring or coaching an agent on a call, the call appears in your Call
Monitor showing all three parties to the call. Your row, the top row in the call, is
labelled “Monitoring” or Coaching.”
If you are coaching an agent, the agent sees you as a party in the call. If you are
monitoring an agent, the agent does not see you as a party, unless that agent has the
permission
View agents being monitored set to Allow. See the next section.
Note: When you join another agent’s call, the call appears as a normal conference
call.
Viewing when agents are being monitored
Agents who have the permission View agents being monitored set to Allow can see
when an agent is being monitored by another agent. The monitoring agent appears in
the Call Monitor as another party in the call, identified by the Status “Monitoring.”
Agents who have the permission set to Disallow (the default) cannot see when they or
other agents are being monitored.
Note: The Call Log does not keep a record of agents who were monitored.