Agent State Monitoring

  1. When Silent Monitor is active on an Employee, and they are in ACD, hovering over the Agent's avatar shows a "Coach" flyout button
  2. Clicking the "Coach" button escalates the Silent Monitor to Coaching. The Agent avatar should now display a badge that says "Coaching ON"
  3. While the Agent is being coached, hovering over the agent's avatar shows a Barge ON flyout button.

  4. Clicking the Barge ON button escalates the Silent Monitor to Barge. The Agent avatar will now display a yellow badge that says BARGE ON as well as the Barge icon.

Parent topic: Handling Silent Monitoring in Ignite
↑