How to Use Live Call Monitoring
You can use Smart Queue’s live call monitoring feature to list to agent calls in real time and gain actionable insights on agent performance and call quality. Listen to live calls anywhere with our cloud-based call center solution.
This article explains how to live call monitoring. You can also download this short guide and save it to your computer for future reference.
Select the correct Queue for the agent you wish to evaluate. Then, click Start Realtime Monitoring.
The Realtime Monitoring screen shows you all calls being processed by the queue that you selected. You can also see all agents that are currently logged into the queue.
When a call is answered by one of the agents in the queue, it will appear under Calls Being Processed.
Click on the Wand icon beside the call that you would like to listen to, and then click Monitor Now.
A new window will appear and prompt you to confirm your extension. After you have entered your extension, click Monitor Now to begin listening to the live call.
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