Monitoring Live Calls and Chats

Supervisors and Agents in training benefit from listening in on live calls and viewing live chats, without joining the session or interrupting the consumer and Agent on the call or chat.

Monitoring allows users to listen in on or view a live session. The Agent in the session does not know that the session is being monitored, and multiple users can monitor an individual session at one time.

In order to monitor calls and chats, users must be assigned a role with the monitoring permissions enabled.

Call and Chat Details dialog

Call and chat details can be viewed using the details dialog.

Call Details

The Call Detailsdialog is available from the Agents page and from the Calls > Connectedpage. The dialog shows relevant information about the current session including call metrics, transfer, and call participant information. Users will have access to Monitorand Bargecalls from this dialog, depending on their assigned Role and associated permissions.

Chat Details

The Chat Details dialog is available from the Chats> Connectedpage. The dialog shows relevant data about the current session.

Monitoring calls

CCAI Platform provides the ability to monitor calls. The following sections outline how to perform call monitoring.

From the Connected Calls page

1. Go to Calls> Connected.

2. Find the call by searching or scroll on the page.

3. Click the actions button and select Monitor.

4. When finished, click Stop Monitoring.

From the Agent Monitoring Page

1. Go to Agents.

2. Find the Agent using filtering, searching, or scrolling on the page.

3. Click the Actionsbutton and select Monitor.

4. OR select Call Details, then click the Monitorbutton.

5. When finished, click Stop Monitoring.

Monitoring Chats

Monitor chats from the Connected Chats page.

1. Go to Chats> Connected.

2. Find the chat by searching or scrolling on the page.

3. Click the Actions button and select View Live Chat.

4. When finished, click the X in the upper right corner.

Viewing live chat UI

• Agent: Name of Agent as entered on the Users and Teams page

• End User: Consumer name or unique ID if available

• Issue: Queue menu path

• View Case / Ticket: If your CRM is integrated with Contact Center AI Platform (CCAI Platform), click the link to view the CRM record associated with the chat session