Silent monitor mode
Supervisors can join internal or external calls in Silent Monitor mode and listen to the interactions between agents and callers. Silent monitoring enables supervisors to track call handling techniques and determine where improvements can be made in individual performance.
Supervisors can select an agent for silent monitoring at any time, but monitoring does not begin until the agent answers or makes a call. Monitoring is maintained as long as the agent remains on the call. The supervisor hears everything the agent hears during the call, including conferences and voicemail.
Up to six supervisors can silently monitor an agent.
- Silent Monitor must be driven through MiCCB and not through the native capability of the PBX.
- Supervisors can initiate silent monitor from either a Mitel desk phone (using Feature Access Code) or from the Supervisor Client, Contact Center Client. Agents can be silent monitored regardless of the device they are using (Mitel desk phone, Contact Center Client softphone, or MiCollab softphone).
The following procedure takes place in an open Agent State by Position or Agent State by Time monitor.
- In the Agent monitor, select an agent.
- In the Agent Control tab, click Silent Monitor.
Note:
If the agent is not on an active call, you can click Tag for Silent Monitor to be notified when the agent answers or makes a call.
- When your phone rings, answer the call to start silent monitoring.
Ignite displays an interaction Received toaster to indicate the incoming call. The Preview pane displays call information for the monitored call.
You can leave the call at any time without affecting the original call between the agent and the customer.