how to hear agent live conversation

hello,

I want to hear our agents live conversation with the customer.. so that i can correct them if they are wrong anywhere so please help me,where i can find the option.

Replies (5)

RE: how to hear agent live conversation - Added by Erwin De Luna over 11 years ago

Hi,

Please see steps on how to monitor/barge agents.

1. Go to "Reports"
2. Click the "Real-Time Main Report"
3. On the upper part click "Choose Report Display Options"
4. Select the campaign to monitor.
5. Select "BARGE" or "MONITOR"
BARGE - This means three-way
MONITOR - This means Listen to the agent calls.
6. Always change the Refresh Rate to 4 Seconds.
7. Set "Phone" with your own extension number.
8. Click "SUBMIT"
9. You will now see a "LISTEN" link besides the SESSIONID column, click LISTEN for the agent you want to monitor, the phone/extension you entered in the Phone option will ring, answer it and you should be able to hear the agents session.

Note:
You must prepare your softphone before doing the steps above and make sure that your softphone is registered.

RE: how to hear agent live conversation - Added by anjan singh almost 11 years ago

user name is not getting displayed

RE: how to hear agent live conversation - Added by Levy Ryan Nolasco almost 11 years ago

Hi,

Can you elaborate more on your last post. "user name is not getting displayed" do you mean you don't see any users on your Admin Dashboard. If you can provide a screenshot we will be able to help you better.

Regards,
Ryan

RE: how to hear agent live conversation - Added by Mike Trinidad almost 11 years ago

Hello,

How can you do this one in 3.0? What is admin phone?

Thanks,

Mike

RE: how to hear agent live conversation - Added by Levy Ryan Nolasco almost 11 years ago

Hi Mike,

Good day! For your reference kindly check this link. http://goautodial.org/projects/goautodialce/wiki/HowTo_Monitor_and_Barge_30

Regards,
Ryan

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