Handling Silent Monitoring in Ignite

Supervisors can silent monitor a call using Web Ignite through the following options:
  • Agent State dashboard monitor
  • Employee State dashboard
    Note: The Silent Monitoring option in the flyout menu will be visible if both the supervisor and agent's voice agents are logged in.
Silent Monitoring through Agent State dashboard monitor:
  • Select Silent Monitor from the flyout menu that appears while the Supervisor is hovering over the voice agent's avatar. The Supervisor can see an Outbound call to the agent in their inbox.

  • Silent Monitor cannot be set on an Agent unless the Agent is currently in an ACD call. The outbound monitoring call will not appear in the supervisor's inbox until the agent goes off hook.

    An agent can be silent monitored if they are in the idle, ACD, Non ACD or Outbound state

Silent Monitoring through Employee State dashboard
  • Select Silent Monitor from the flyout menu that appears while the Supervisor is hovering over the Employee Avatar.

    The Supervisor can see an Outbound call to the agent in their inbox, if the silent monitor is set successfully. The inbox item shows a blue badge displaying "MONITORING" along with the Silent Monitor icon.

Escalating the Silent Monitored call :

Once the silent monitoring is initiated, the Silent Monitoring button is no longer available when hovering over the agent's avatar. Now, the next available monitoring level (Coach) is available. Similarly, once Coach is enabled, the next available monitoring (Barge) level is available. The color of the badge will change to yellow and the supervisor can now end the silent monitoring by hanging up the outbound call.

Silent Monitoring level in Web Ignite can be escalated from Employee State Dashboard, Agent State Dashboard or Inbox conversation.

Employee State Monitor
  1. When the Silent Monitor is active on an Employee, and they are in ACD, hovering over the Employee's avatar displays a Coaching ON flyout button
  2. Clicking the Coaching ON button escalates the Silent Monitor to Coaching. The Employee avatar should now display a lighter blue badge that says COACH ON as well as the Coaching icon.
  3. While the Employee is being coached, hovering over the employee's avatar shows a Barge ON flyout button.

  4. Clicking the Barge ON button escalates the Silent Monitor to Barge. The Employee avatar will now display a yellow badge that says BARGE ON as well as the Barge icon.

Agent State Monitor
  1. When Silent Monitor is active on an Employee, and they are in ACD, hovering over the Agent's avatar shows a "Coach" flyout button
  2. Clicking the "Coach" button escalates the Silent Monitor to Coaching. The Agent avatar should now display a badge that says "Coaching ON"
  3. While the Agent is being coached, hovering over the agent's avatar shows a Barge ON flyout button.

  4. Clicking the Barge ON button escalates the Silent Monitor to Barge. The Agent avatar will now display a yellow badge that says BARGE ON as well as the Barge icon.

Inbox
  1. Hovering over a silent monitored call in the inbox, or in the call details header will show a "Coaching ON" button.
  2. Clicking the Coaching ON button will escalate to Coaching, and will change the text in the badge to "COACH ON".

  3. Once Coaching has been enabled, hovering over the call in the inbox or in the inbox details pane will now display a Barge ON button.

  4. Clicking the Barge ON button will escalate to Barge, change the color to yellow and text to Barge ON.

Parent topic: Handling Active and Ongoing Interactions
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