Cisco Finesse Silent Monitoring-11.6.1

[GopinathMani]

Hi All,

During a supervisor silent monitoring an agent, is it possible for the Supervisor to see even the caller number along with the Agent extension ?

i.e. We have a requirement where supervisor should be be able to see the customer number to whom the agent is speaking with.

Finesse version 11.6.1

Thanks in Advance.

[grebac.2ring]

2Ring Gadgets can show such details to supervisors in Team Gadget. Supervisor can start silent monitoring and in the same gadget see details of the call that agent is on. Btw. we can also allow supervisors to turn on continuous silent-monitoring of one of the agents, so the monitoring session would not have to be manually restarted for every call. Here is a sample screenshot (the same gadget can be used with Finesse 11.x)

[GopinathMani]

Hi Grebac

Thanks for the inputs. I will let my customer know about this.