Introduction
This article demonstrates the general functions of the Monitoring module of the Premier Contact Point platform.
Background
Users have configurable access to the Monitoring module. This module is used to monitor live voice contacts.
The Monitoring module is accessible via the Premier Contact Point home screen to authorised users.
Display Elements
Main toolbar
The toolbar provides access to functions used with interaction records. Buttons which are greyed out are unavailable actions in context and fully lit buttons are available actions in context. Each element function is described in the table below.
- Silent – With Silent mode selected, the monitor can list to calls without the agent or caller being able to hear them.
- Coach – With Coach mode selected, the monitor can communicate with the agent without the caller being able to hear them.
- Conf – With Conf mode selected, the monitor can communicate with the agent and caller,
- Stop – Once an agent is being monitored, the Stop button will stop the monitoring, allowing another agent to be selected.
- Info – While actively monitoring displays the current contact data information of the caller.
- Agent List – The drop-down menu can be used to filter agents based upon their team.
- Session Status – Displays the current monitoring session time, total monitoring session time and current monitoring status. E.g. Active, Silent, Coach.
- Active / Inactive slider – Activates and Deactivates the monitoring module.
Connecting to Monitoring
To start Monitoring, a session first needs to be established.
Users can connect via a Direct Audio, SIP Phone or Landline / Mobile.
- Direct Audio – the connection will use the internet (WebRTC) to establish an audio path.
- SIP Phone – the connection will use a SIP phone to establish an audio path.
- Landline / Mobile – the connection will use the specified ten digit phone number to establish an audio path.
To use Direct Audio or SIP Phone, the user profile must first be enabled to allow these type of connections.
- Launch the Monitoring module from the Premier Contact Point home screen.
- Select the preferred connection method in the pop-up window and press Connect, if you are using a Landline / Mobile enter the preferred 10 digit number in the space provided.
- Once the preferred connection has been established set the slider from INACTIVE to ACTIVE
- Once ACTIVE a list of logged on users will be displayed in the table.
Monitoring Agents
Once Monitoring is connected and the session is active, monitoring can commence.
- Select an agent from the available list.
- Click the preferred monitoring mode, Silent, Coach or Conf.
- To switch to another agent click Stop and then select another agent and repeat step 2.
To switch to another agent, click the Stop button.
To end the Monitoring session, set the session slider to Inactive.