Call Monitor

Ways of Call Monitor

1. Operator Name : If you want to monitor all the conversations of a specific agent with the visitor, then select the Operator Name from the drop-down.
2. IP Address : If you want to monitor the chats that originate from a specific IP address, then choose the IP Address option and enter the specific IP you would like to monitor in the text box.
3. Visitor Email : If you want to monitor the chat conversation of a specific visitor irrespective of any agent they converses with, then choose the Email Address option and enter the Email address of the visitor in the text box.

Note: 

1. The Administrators can monitor both Supervisors and Associates. 
2. The Supervisors can monitor only the associate. 
3. The Associates cannot monitor calls. 

How to add a Call Monitor?

1. To add a Call monitor, do the following:
2. Navigate to Settings >  Controls > Conversation Monitor.
3. Now click on the Add button to set-up a new monitor.
4. Choose the conversation type as Calls and click Next .
   

1. Select the type of monitor you would like to set up and provide the required details.

1. Click on the Add button to register changes. You can view the added chat monitors listed in the Call Monitor section.

1. After adding the call monitor, if the chosen agent converse with the visitor via call, then you will be able hear them in the monitoring mode. You can also make suggestions through internal chat.

1. You can hop on to the call by clicking on "Join".