Monitoring and Coaching a Call

Monitoring and coaching features are available for supervisors to use to manage interactions that are currently in progress.

• Monitoring allows you to listen to an interaction without disturbing the conversation between the agent and the customer. Neither the customer nor the agent is aware that you’re monitoring the interaction.
• Coaching allows you to drive improvements by offering comments and advice to the agent during the interaction. Customers are not aware of the coaching session and cannot hear your conversation with the agent.

To manage a call open the Interactions window by using the Supervisors Workspace and opening the Interactions view. See Supervisors Workspace for more details.

On the Interactions panel search for the Interaction to be monitored or coached and select it to see the details. Use the tool bar in the upper right hand corner of the panel to search through the interactions, save the filter, or refresh the screen to look for a new interaction.

To Coach or Monitor an interaction it needs to be live. A Supervisor will know immediately if a call is live based upon the bright green LIVE icon. Select the interaction to open it and see the details.

Once inside the interaction you will see both sides of the conversation. Internal is your agent and External is your customer. You can see when the interaction started, how long it has been going on and other troubleshooting information that could be necessary.

To supervise the interaction use the menu to the right of the Internal Agent and select the task to be performed. The options are:

• Monitor
  • Monitoring means you are only listening in on the call. Neither the agent nor the customer will know that you have joined the call. To monitor the call click the down pointing arrow to the right of either the external or internal connection and choose Monitor. A call will come through your system that you will answer and you will be able to listen in on the conversation. When a call is in progress, you can hear both. However, when the agent places the call on hold or transfers the call, you hear only the participant that you chose to monitor.
• Coach
  • Coaching means that the agent can hear you but the customer can not. This provides the ability to coach and help the agent through the session. To coach a call click the down pointing arrow to the right of the internal connection and choose Coach. A call will come through your system that you will answer and you will be able to listen in on the conversation and communicate with the agent.
• Barge In
  • This allows the supervisor to take over the call. The supervisor will be able to speak with the agent and the caller.