Allow multiple supervisors to monitor a call simultaneously
Customer wants to be able to have multiple supervisors monitor an active call via our call monitoring groups.
Charles Dagis
shared this idea
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Michelle
commented
MUST have for our company !
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Alex
commented
We use call monitoring for our contact center. Sometimes a Supervisor AND QC need to listen to a live call simultaneously. It is critical for our operation!
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Kristina
commented
We use call monitoring when training in our call center. When I have a New Hire monitoring their trainer's calls, it currently blocks me from being able to monitor the call because it shows it is being monitored already.
A Supervisor should be able to monitor no matter what.
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Joy
commented
Also update your Virtual Assistant - it told me twice it was possible, see the attached screenshots.
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Elisha
commented
this is highly used in training and we need mulitple people to be able to listen in for this purpose.
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Dave
commented
One manager will frequently ask a second manager to monitor a call for training and customer retention purposes
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Juan
commented
Upper Management Audits/ Training Purposes
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Bill
commented
Wings Financial needs this for e911 / Genesis Call Monitoring - the customer uses this today with another provider who can allow more than one person to monitor 911 calls.
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Jerome
commented
Need to train group of 14 agents. Enable them to listen in to 1 expert on a call
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johnpaolo
commented
Multiple user can monitor the same call
