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ContactNow: How do I enable a Supervisor to monitor agent calls?
8x8 Support Knowledge Base

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 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 the Supervisor must be assigned to a call queue, and also must log into the ContactNow dialer to be able to monitor agent calls.

Supervisor_Monitor_01.jpg

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

 

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