For an agent’s ongoing call or chat, right-clicking it in the Conversations module opens the Call Monitoring or Chat Monitoring menu. There you choose how you take part.
| Mode | You hear or read | Who hears or reads you |
|---|---|---|
| Listen | Customer and agent | nobody |
| Whisper | Customer and agent | only the agent |
| Conference | Customer and agent | both |
For calls
- Choose the mode in the Call Monitoring menu.
- myContactCenter calls you; accept the call. It rings for one minute at most.
- To change the mode, choose another one in the menu. You stay connected.
- To stop, hang up.
When you listen or whisper, no announcement introduces you. If you join the conference, everyone hears an announcement with your name, and likewise when you leave it. If the call is being translated, you hear the agent in the translated version.
You cannot take over a call completely. If you want to talk to the customer yourself, join the conference.
Recording and transcription
In the same menu, you control the recording and transcription of another agent’s call:
| Entry | Effect |
|---|---|
| Record | Starts recording the whole call. |
| Stop recording and keep file | Stops recording; the recording is kept. |
| Transcribe, Stop Transcribing | Starts or stops the transcription. |
This also applies to a recording that the flow started and that the agent is not allowed to control themselves.
For chats
Choose the mode in the Chat Monitoring menu. The Chat Monitoring window opens with the history so far: the customer’s messages appear in red, the agent’s in green, yours in blue. You change the mode in the window.
- In Whisper and Conference mode, you write in the window and send with Enter. When you whisper, only the agent sees your message; in a conference, the customer sees it too.
- To stop, choose None in the window or close it. When the chat ends, the window closes by itself.
The Chat Monitoring menu is only available as long as nobody is monitoring the chat yet.