Constant Live Call Monitoring

[virtualpedia]

Hi,

Is it possible to do constant live call monitoring for an agent?  Right now, through Finesse and Calabrio, when a manager live monitors an agent, once that call ends, the monitoring stops.  To monitor the next call, they have to start another live monitor session.

Managers would like to start monitoring the agent's ext whether they are on a call or not

[david.macias · Accepted solution]

I actually built something very similar for another project. Ultimately, it's a custom gadget solution. Ping me directly if you want to talk about it more.

david

[virtualpedia]

Oh okay, so custom development is required.  I was hoping it was out of the box, similar to Avaya