Monitor Agent Conversations

Graia CCaaS offers supervisors the ability to view, listen in as well as to join the conversations ongoing at the agents.

You need to be a supervisor to monitor conversations: the Monitor button is greyed out unless the Type of your user is Supervisor (see Edit an agent). For a step-by-step walk-through with a test call, see the live monitoring tutorial.

View agent conversations

1. Select Realtime reports > Teams menu in the portal. Dashboards of team specific KPIs show up.

2. Find the dashboard for the team the agent you are interested in works in, and click the Agents tab in there. The list of all the individual agents' KPI shows up.

3. Agent KPI cards contain information about whether there are tasks open. Click the KPI of the target agent to have their card expand.

4. The bottom part of the expanded agent KPI card lists all the open tasks the selected agent is working on at the moment. Click Monitor in the line representing the conversation you are interested in.

   The list shows the name of the customer, the channel as well as the duration of each conversation at the agent.

5. For voice conversations, a new browser window opens up where you can decide which monitoring mode you wish to engage: Monitor, WhisperWhisper – A Supervisor feature providing the ability to talk to (voice) or chat with (chat) the Agent of an ongoing Conversation. The customer is not aware of the Supervisor's presence. or Barge inBarge-In – A Supervisor feature providing the option to participate in an ongoing customer-Agent Conversation as an equivalent 3rd party. Both the customer as well as the Agent hear (voice) or see (chat) the Supervisor..

6. For chat based conversations, a new browser window opens up where you can start typing your messages. Choose Send to Agent to write to the agent only – the customer won't see these messages – or Send to Everyone to address the customer as well.

7. Though you can see email tasks being open at the agent, you can't actively monitor these.

In both windows you can also select a Quality MonitoringQuality Monitoring – A Supervisor feature allowing review, evaluation, and coaching of Agent interactions for quality assurance purposes. Script, to guide you through a quality evaluation of the ongoing conversation: under Live evaluation available., choose it in Script used for evaluation and click Start Evaluation. This needs the same access as evaluations in Task History; without it, or without a [QM] script, the window says Evaluation is not available.

Force close a task

Next to Monitor, each open task has a Force close task (X) icon. Use it to close the agent's task from the report.

Listen in to a conversation

1. Follow the View agent conversations steps above to see all work itemsWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application. your target agent has open at the moment.

2. Find the conversation you are interested in, and click the Monitor button next to it. A new browser window opens up. You will by default start to hear (voice call) or see (chat based messages) the ongoing interaction between the customer and the agent however they won't notice your presence.

3. You can choose to "show up" in the conversation, effectively engaging in a 3-way conference with the customer and agent, or make yourself visible to the agent only.

Use the whisper feature

Use the Whisper feature to mentor an agent in a voice call. Only the agent will be able to hear you. You can advise the agent in how to handle the call.

1. Follow the View agent conversations steps above to see all work items your target agent has open at the moment.

2. Find the conversation you are interested in, and click the Monitor button next to it. A new browser window opens up.

3. Click Whisper to engage this mode of engagement with the agent.

Use the Barge in feature

Use the Barge in feature to speak with both the customer and the agent.

1. Follow the View agent conversations steps above to see all work items your target agent has open at the moment.

2. Find the conversation you are interested in, and click the Monitor button next to it. A new browser window opens up.

3. Click Barge in to effectively engage in a 3-way conferencing with the agent and the customer.

Return to monitor from whisper or barge in

1. While using the Whisper or Barge in features, click Monitor to return to listening to a call. The customer and agent will not be able to hear your voice.

Stop monitoring an agent call

1. Click Drop call to stop monitoring a call.

2. You will leave the call. The Agent conversation with the Customer will continue.

3. Close the monitor browser window(s).