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Status Under review
Created by Timothy Larsen
Created on Jan 28, 2022

Streamline Live Monitoring Process and Functionality

The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a phone call, then I need to answer it. Worst of all, after I do all of that, I need to go through most of these steps again when the call is finished. Because of this, I always miss the beginning of the call...which is a critical component. Five9 has a much easier process. I don't need to enter a station ID or phone number, the system doesn't dial me like a phone call, and I stay connected to the agent the entire time. I can even hear what they're saying when they not on a call if they're not on mute. This allows me to multi-task while also live-monitoring calls. I can even walk the floor with a wireless headset listening to calls while providing floor support.

  • Kyle Harris
    Mar 2, 2022

    This is a highly desired feature for my users as well.

  • DC .
    Feb 17, 2022

    This is incredibly discouraging and inefficient as the beginning of each call will never be captured Live monitoring in addition to the inconvenience of logging into each agent multiple times. Lastly we asked about this feature specifically during the demo and were sold on that feature being in place.

  • Timothy Larsen
    Feb 9, 2022

    Thanks Kurt. I hope you all make this upgrade quickly.

    Tim Larsen / Director of Retail Sales
    Nivel / 3510-1 Port Jacksonville Pkwy
    Jacksonville, FL 32226
    904.719.6124 /

  • Kurt Hoskovec
    Feb 8, 2022

    Thanks for the suggestion! We have a similar RingCentral Contact Center request currently under review. I'll add your information to the request. - Kurt