Listen-In

Listen In lets you eavesdrop on an agent to hear an ongoing interaction in real time. The agent will not be aware of your presence, which is meant for training or service quality improvement purposes.

To listen-in:

  1. Go to Wallboard > Call Center > Agents
  2. Click on Listen_button.png, on the right side of the row of the agent you want to listen. 
    Busy.png


  3. Insert the phone number where you want to hear the interaction.
    Number.png

  4. Click confirm to submit the phone number.
  5. Click continue to finish.
    Success.png

  6. A call will be made to the indicated phone where you can hear the interaction.
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