To monitor an agent’s call, navigate to the Active Calls tab in the Supervisor Dashboard. From there, you can view a list of agents currently on calls. Click Live Call next to the agent’s name to begin monitoring the call. This allows you to monitor without alerting the agent or the customer. Please see Monitor Active Calls for additional information.

To monitor agents in real time, go to the My Agents tab within the Supervisor Dashboard. This view provides a live snapshot of each agent’s current status, along with key performance indicators such as, assigned extension, call duration, and a last activity date/time stamp. You can use filters to focus on specific teams or individuals and click on Call History or View Agent for more detailed insights.

Monitoring agents helps you proactively manage workloads, identify coaching opportunities, and ensure service level goals are being met. Please see Monitor Agents for additional information.