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Supervisor can choose to live monitor an agent but never gets the call to perform monitoring
8x8 Support

Supervisor can choose to live monitor an agent but never gets the call to perform monitoring

Symptom

When a supervisor tries to live monitor an agent they never receive the call allowing them to monitor.

Applies To

  • Supervisors who are able to choose to monitor an agent but are not able to have the monitoring work.

Resolution

There are two possible solutions to the issue

  1. First make sure that the supervisor is able to receive calls from VCC
    • Have the supervisor log into the AGUI
    • Have the supervisor choose to work off line
    • Have the supervisor bring up their Profile and click on the Make Verification Call button
    • If the supervisor gets the verification call proceed to step 2
    • If the supervisor did not get the verification call work with them to get their workplace phone settings corrected
    • Once verification is working have the supervisor attempt to monitor an agent again, if that doesn't work proceed to step 2
  2. Reset the supervisor's supervisor status
    • As administrator log into the VCC Configuration manager
    • Bring up the supervisor's user record for editing
    • Click on the Supervisor tab
    • Uncheck the This user is supervisor checkbox
    • Save the record
    • Click on the Supervisor tab
    • Check the This user is supervisor checkbox
    • Save the record
    • Have the supervisor log out of the AGUI if they are logged in and then log back in and check if they're able to monitor now

Additional Information

If the supervisor is still not able to use monitoring successfully please contact support for further assistance.

 

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