.Agent Monitoring vU9

Depending on your role, you can listen to a call in real-time and interact with the agent and/or customer through the Agents widget (tabular view) of the voice monitor dashboard. This feature applies to all services and consists of the following modes:

• Monitor: Allows for one-way voice monitoring of an agent by a manager.
• Coach: Allows for one-way voice monitoring with coaching from a manager. The manager can interject advice or guidance to the agent without the other party hearing the conversation.
• Barge: Allows a manager to conference into a conversation with an agent and a caller without any interaction/initiation from the agent.

Monitoring a Call

To monitor a call (by listening, coaching, or barging) as a manager:

1. Access the voice monitor dashboard at the required level (that is, enterprise, call center, or service).
2. In the tabular view of the Agents widget, click Start Monitor to establish a connection to your phone.
   
   The Enter Phone number window appears.
   

3. Either connect using a phone by entering your 10-digit phone number and extension (up to 7 digits) or connect using your computer audio supported by Web Real-Time Communication (WebRTC) framework, via your Internet browser.

   • Do not include special characters in the phone number (for example, the phone number (888) 555-1212 should be entered as 8885551212).
   • LiveVox supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox via the WebRTC framework.

   When you select the Connect using Phone option, your phone/extension receives a call stating: This is a LiveVox call.

4. After the audio path is established, in the Monitor column, in the row displaying the name of the agent whose call you want to monitor, click the Listen, Coach, or Barge icon.
   A message stating that the agent monitoring has been initiated appears. In addition, the row displaying the name of the agent whose call is being monitored appears green.