Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Monitoring Agents
November 2006
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Monitoring Agents
The voice monitor button allows you to silently listen in on an agent’s phone
conversations.
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:
agent is on the phone. It is not available when:
■
You are a participant in a phone call (you cannot monitor yourself).
■
You use the Barge-In or Intercept function.
NOTE: Only one supervisor at a time can monitor a mobile agent.
The volume slide allows 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.
conversation. The system remembers your last volume setting and uses it the next
time you log in.
To start monitoring an agent:
1. Choose an agent in the Agents tree.
2. Click the Start Voice Monitor button, or choose Intervention > Start Voice
Monitor.
To stop monitoring an agent:
1. Click the Stop Voice Monitor button, or choose Intervention > Stop Voice
Monitor.