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Introduction

In addition to monitoring the statistics pertaining to agents, if you are a manager, you can use the Agents widget of the voice monitor dashboard to monitor a call through the following monitoring options:

  • Monitor: Listen to a call between your agent and customer in real time.

  • Coach: Listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
  • Barge: Voluntarily participate in a call between your agent and customer by interacting with both the agent and the customer.
  • For information about how to access the voice monitor dashboard for a given level, see Monitor Tab.
  • For information about the Agents widget or agent statistics, see Agent Statistics.
  • You can monitor your agents if you have any of the following roles: Manager, Superuser, Sysadmin.

  • You can use the monitoring options (Monitor, Coach, and Barge) even when an agent is not on a call (Not Ready state).

  • The agent or the customer is not notified through any sound when you enter or exit a call through any of the monitoring options.

Agents Widget

Procedure

To monitor a call:

  1. Access the voice monitor dashboard at the required level (that is, enterprise, call center, or service).

  2. In the tabular format of the Agents widget, click Start Monitor.
    Alternatively, you can double-click the row containing the name of the agent whose call you want to monitor, and then, in the Agent Details window, click Connect.

    This step is required to establish an audio pathway.

    The Enter Phone Number window displaying the following fields appears:

    • Phone Number: Uses your Direct Inward Dialing (DID) number to establish the pathway.

    • Extension: Your extension. 

      This field is optional.


    • Connect using computer: Uses your computer audio to establish the pathway.

  3. Either enter a value in the Phone Number and/or Extension fields or select the Connect using computer checkbox.

    • Do not enter a special character in the Phone Number or Extension field.
    • If you choose to connect using a phone, your phone receives a call stating: This is a LiveVox Call.
    • LiveVox supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox through the Web Real-Time Communication (WebRTC) technology.

  4. Click Ok.
    A message appears stating that monitoring is initiated.

  5. In the Monitor column of the row displaying the name of the agent whose call you want to monitor, or in the Agent Details window for the agent, click any of the following icons or buttons (monitoring options) as required:

    • Monitor Monitor icon
    • Coach Coach icon
    • Barge Barge icon
      A message stating that the selected monitoring action is launched for the agent appears.
  • When you are monitoring a call, on the Agents widget, the Monitor column for the row displaying the name of the agent appears green.
  • You can switch among the monitoring options. For example, you can click Barge after you have clicked Monitor or Coach.
  • You can switch the monitoring to a different agent.

If the audio path was established through the phone number (DID) mode, you can navigate to a different monitor dashboard (including for other levels) or to any window on the LiveVox Portal, with your connection remaining intact. You can end the monitoring by manually disconnecting your call. However, if the audio path was established through the computer (WebRTC) mode, you are disconnected when you navigate away from the current monitor dashboard.

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