Monitor extension
You can monitor an ongoing interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. and screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. that is taking place on a specific extension.
Your organization/group scope (visibility) is not considered when monitoring by extension and therefore you can monitor any extension in the system.
Before you begin
Verify that in the User Management Module that an administrator uses to create a profile for each employee in their organization. application you have the following privileges:
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Monitor by extension
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One or both of the following: Monitor audio, monitor screen
Procedure
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Under Real Time, select Monitor Extensions.
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Enter the extension you want to monitor.
If a duplicate extension error message is displayed, contact The entire communication experience for a customer, from beginning to end. your administrator if the message persists (your system needs to be configured to support Site-Dependent Playback).
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Click
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If there is an ongoing call on the extension, you can hear the conversation. This option is available if you have the monitor audio privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access.. If screen recording is available, you can view the employee screen even if there is no ongoing call. This option is available if you have the monitor screen privilege.