Handling Silent Monitoring in Ignite

Supervisors can silent monitor a call using Ignite through the following options:
  • Agent State dashboard monitor
  • Employee State dashboard
    Note: The Silent Monitoring option in the flyout menu will be visible if both the supervisor and agent's voice agents are logged in.
    • The Supervisor's Ignite client must be set to "Available" state to initiate the silent monitoring.
Parent topic: Handling Active and Ongoing Interactions
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