Monitoring Overview

The Webex Contact Center Call Monitoring module enables contact center managers to monitor the quality of service being delivered across their multisource contact centers. Through a simplified Web interface, authorized users can select a combination of one or more queues, sites, and teams, as well as a specific agent that they want to monitor. After these criteria are entered, the system places a request to monitor the next call that matches the combination of all the criteria when the call is distributed to the destination site. Monitoring can be done on a continuous, one time only (ad hoc), or scheduled basis, and authorized users can monitor a call that is already in progress.

The audio for the call is delivered through an inbound phone call using a phone number associated with the user engaged in monitoring. Authorized supervisors can coach an agent during a connected call by providing comments that only the agent can hear and can barge in on a call and become part of the conversation between the agent and the customer.

Note the following:

• You cannot make a continuous monitoring request and an ad-hoc request for the same target at the same time.

• If a scheduled request and a continuous request are made for the same target, the continuous request takes precedence. When the continuous request is paused or canceled, the scheduled request is enabled.

• If a scheduled request and an ad-hoc request are made for the same target, the ad-hoc request takes precedence. When the ad-hoc request is either canceled or completed, the scheduled request is enabled.

• If you sign out of the Management Portal while a monitoring request is still active, a message asks if you want to cancel the monitor request or continue monitoring.

  If you select Yes, any active ad-hoc, or continuous monitoring requests are canceled after you log out. Any scheduled requests are suspended.