cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
147
Views
0
Helpful
2
Replies
Highlighted
Beginner

Multiple Supervisors Silent Monitoring Same Call

I've been asked about what options are available for multiple agents to quickly join a call together from the phone queue when one comes in for training purposes. These agents are all remote (WFH). Initially I thought of setting them up as supervisors so they can monitor a live call through the Finesse interface, but I don't know if it supports multiple supervisors (or agents in this case) to monitor the same call.

If anyone has any other creative solutions, I'm all ears.

2 REPLIES 2
Highlighted
VIP Rising star

I've not tried it, but this is in the documentation for UCCE, so I would imagine the same applies for you.

Unified CCE supports the Silent Monitoring functionality available in Unified CM. Unified CM Silent
Monitoring supports only one silent monitoring session and one recording session for the same agent phone.

Highlighted

I should add I'm running CUCM 11.5 and UCCX 11.6(2). That was my fear, but thought I'd ask.

Content for Community-Ad