Cisco Cisco Agent Desktop 10.0 ユーザーガイド
Supervising Agents
Supervising Agents
Monitoring an Agent
The voice monitor button enables you to silently listen in on an agent’s ACD phone conversations. If
enabled by the administrator, you can also monitor an agent’s non-ACD phone conversations.
enabled by the administrator, you can also monitor an agent’s non-ACD phone conversations.
Voice monitoring is available whenever an agent is logged in, whether or not the agent is on the phone. It
is not available when:
is not available when:
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You are a participant in a phone call (you cannot monitor yourself).
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You use the Barge-In or Intercept function.
When monitoring a call, keep in mind the following considerations:
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When you select a specific call from the Team View pane to monitor, all voice activity to and from that
particular agent is monitored. The monitoring is not limited to the call you selected. For instance, if the
agent puts the selected call on hold and switches to another call, both calls will be monitored.
particular agent is monitored. The monitoring is not limited to the call you selected. For instance, if the
agent puts the selected call on hold and switches to another call, both calls will be monitored.
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If notification is off, agents have no way of knowing if you are monitoring their calls.
CAD supports two kinds of monitoring:
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Unified CM-based (call-based) monitoring
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CAD-based monitoring, which can be either desktop monitoring or server (SPAN) monitoring
The type of monitoring that is used is determined when the Cisco components of your system are installed.
CAD uses either Unified CM-based or CAD-based monitoring, not both. Supervisor Desktop automatically
determines which kind of monitoring is used when it is launched.
CAD uses either Unified CM-based or CAD-based monitoring, not both. Supervisor Desktop automatically
determines which kind of monitoring is used when it is launched.
CAD-based Monitoring
CAD-based monitoring is available whenever an agent is logged in to Agent Desktop (uses either desktop
monitoring or server monitoring) or IP Phone Agent (uses server monitoring only). It is not available when:
monitoring or server monitoring) or IP Phone Agent (uses server monitoring only). It is not available when:
n
You are a participant in a phone call (you cannot monitor yourself)
n
You use the Barge-In or Intercept function
Note: Agents logged in to IP Phone Agent can only be monitored by one supervisor at a time.
When you use CAD-based monitoring, the monitored call is audible through your PC speakers. The volume
slide on the Supervisor Desktop toolbar enables you to control the volume when monitoring an agent’s
phone conversation. The system remembers your last volume setting and uses it the next time you log in.
slide on the Supervisor Desktop toolbar enables you to control the volume when monitoring an agent’s
phone conversation. The system remembers your last volume setting and uses it the next time you log in.
Monitoring sessions are on a per-agent basis, and only one monitoring session can be in progress at one
time. When you select an agent from the Team View pane to monitor, you can hear all voice activity to and
time. When you select an agent from the Team View pane to monitor, you can hear all voice activity to and
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