Escalating the Silent Monitored call
Once the silent monitoring is initiated, the Silent Monitoring button will no longer be available when hovering over the agent's avatar. Now, the next available monitoring level (Coach) is available.
When the Supervisor elevates the monitoring level to Coach, the Supervisor will be able to talk to the Agent without any other party in the call being able to hear what is being said. The blue badge over the avatar or in the Inbox now reads as Coach On.
The Supervisor can leave the call at any time without affecting the original call between the Agent and the caller.
Only one Supervisor can coach an agent at any given time. Once a supervisor coaches an agent, the ability to escalate the call from Monitored to Coach will be removed from the Agent State, Employee State, and Inbox of all the remaining supervisors that are silent monitoring the agent.
Ignite does not support de-escalating the call from Coach to Silent Monitor.
When the Silent Monitoring Notification is enabled, the call in the Agent's Inbox and its Conversation Details include a blue badge that reads as Monitored to inform the agent that the call is monitored.
Similarly, once Coach is enabled, the next available monitoring (Barge) level will be available.
When the Supervisor elevates the monitoring level to Barge, the Supervisor is conferenced into the Agent's conversation with the caller. The badge over the avatar or in the Inbox changes its color to yellow and now reads as Barge On.
The Supervisor can leave the call at any time without affecting the original call between the Agent and the caller.
Once the coaching Supervisor barges into the conversation, the ability to escalate the call from Monitored to Coach is added to the Agent State, Employee State, and Inbox of all the remaining supervisors that are silent monitoring the agent.
Ignite does not support de-escalating the call from Barge to Coach or Silent Monitor.
When the Silent Monitoring Notification is enabled, the call in the Agent's Inbox and its Conversation Details include a blue badge that reads as Monitored to inform the agent that the call is monitored.
Silent Monitoring level in Ignite can be escalated from the Employee State Dashboard, Agent State Dashboard or Inbox conversation.