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Monitoring function

Hello everybody,

 

we have newly introduced Cisco Jabber and Finesse and one thing bugs me out. How do i monitor agents without having to log in on every call seperately? Our last system had the possebility to log on an agent and stick with him until the aimed number of calls was done. Now i have to stare at the screen to catch the moment the status changes to "reserved" and then log on. Call is finished and it starts over again. If i miss the right time and the beginning of the chat, it is worthless for our quality measures.

Can i log on up front and stay logged until i terminate the connection?

 

Thx in advance!

1 REPLY 1
PTS
Participant
Participant

Hi

If you are open to 3rd party solutions then your problem can be resolved using Parsec's MARS Silent Monitoring & Whisper solution.In addition to other functionalities it has below features :

 - Continuous monitor a selected agent - Monitoring starts automatically when agents gets busy on a call

 - Silent Whisper Feature

Please refer to attached document.

For more details please write to info@parsec-tech.com

www-parsec-tech.com

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