Escalating the Silent Monitored call

Once the silent monitoring is initiated, the Silent Monitoring button is no longer available when hovering over the agent's avatar. Now, the next available monitoring level (Coach) is available. Similarly, once Coach is enabled, the next available monitoring (Barge) level is available. The color of the badge will change to yellow and the supervisor can now end the silent monitoring by hanging up the outbound call.

Silent Monitoring level in Ignite can be escalated from Employee State Dashboard, Agent State Dashboard or Inbox conversation.