The Call Center monitoring features in the Level365 platform allow Supervisors and Office Managers to view real-time call activity and use the Listen option to monitor live calls for quality assurance and training. This article explains where the Listen feature is available and how it functions on the Call Center and Home pages.
Call Center Page
Calls shown on the Call Center page relate to incoming calls routed through call queues.Call Center Supervisors and Office Managers can view all call queues and agents from the Call Center page. An individual call queue can also be selected to choose an active call to listen to.
Agents
All active agents are displayed in the AGENTS column on the right, each with a Listen option. Agents can be listened to from this page for any active call, whether inbound or outbound.
Home Page
The Home page displays all calls on the domain, including both inbound and outbound calls. This includes every call, regardless of whether it was routed through a call queue.
Listen Feature
When the Listen option is selected, the supervisor’s extension is called, and the following options are available to join the call or whisper to the agent.
Audio monitoring features are only available to users with a scope of Call Center Supervisor or Office Manager. As a general rule, the scope of the user listening in must be higher than the scope of the agent in the call. For instance, a Call Center Supervisor will not have the option to listen in to another Supervisor's call, but they can listen in to the calls of Call Center Agents.
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