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Cisco Finesse supervisor monitor

safety2008
Enthusiast
Enthusiast

Good morning

 

On the Good old desktop supervisor, a supervisor could monitor an agent continuously which was/is a very useful tool when an agent is in training.  now that is longer available? anyone know why or any suggestions that could mekwthis very useful feature, be useful again?? supervisor has to stare at agent state to initialize every time a new call comes in. is that better?

 

Thank you

7 Replies 7

geoff
Advocate
Advocate

That is the way it works with UCM monitoring and the built in bridge. You can only start the silent monitoring session when the agent is in "Talking" and it calls back to your phone. There are many advantages to the UCM method, and there is the disadvantage you pointed out. No workaround. I don't know if you are on UCCX or UCCE, but it is the same in UCCE.

 

Regards,

Geoff

Geoff

 

the dreaded WAD, working as designed, we are UCCX. when you say it "calls back to your phone" what does that mean?

 

Thank you

You are logged in as the Supervisor and you provided an Extension when you did that. When you select the agent in the Supervisor Team display who is in the talking state and press Monitor, a call is made to your Extension and you are listening to the agent-customer conversation.

 

Regards,
Geoff

Yes, manually done, you must press monitor. Thought you meant there was a way to automatically call your extension when new call was initiated.

 

Still think the old monitor was a better solution for a supervisor.

 

Thank you

 

 

Sounds like an opportunity for a 3rd party gadget.

 

david

recommendations?? if any.

 

Thank you.

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