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ContactNow: How do I enable a Supervisor to monitor agent calls?
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ContactNow: How do I enable a Supervisor to monitor agent calls?

Objective

Assign a Supervisor rights to allow them to monitor live agent calls.

Applies To

ContactNow call monitoring.

Procedure

  1. Log in to ContactNow as an Administrator.
  2. From Configuration CN_Configuration_Gear_Icon.jpg, select Agents, Teams & Queues.
  3. Click on the gear icon CN_Agent_and_Queue_Edit_Gear_Icon.jpg to the right of the supervisor you're assigning monitoring rights to, and select Edit.
  4. Scroll down to the Supervisor Pages section and click on the dropdown menu.
  5. At minimum, select Agent Monitor and Agent Status Overview by holding down the Ctrl key (Windows) and clicking on each page type. If needed, you can de-select pages using the same process.
  6. Click Update.
  7. The Supervisor must log out of the web interface and back in as needed to enable the new changes.

Note that to be able to monitor agent calls, the Supervisor must 1) be assigned to a call queue, and 2) must log into the ContactNow dialer at 16692454250. Do not use the AOD login at 16692454253 for this purpose.

Supervisor_Monitor_01.jpg

The process for monitoring live agent calls is outlined in the following article:

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