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How to Turn on Automatic Monitoring
8x8 Support

How to Turn on Automatic Monitoring

Objective

Turn on Automatic Monitoring to monitor an agent's call in 8x8 Contact Center.

Applies To

  • 8x8 Contact Center
  • 8x8 Agent Console
  • Monitoring Playback
    With Automatic Monitoring, any time the agent engages in a queued call, the supervisor is immediately offered a monitoring call automatically.

Procedure

  1. Log in to 8x8 Agent Console as a supervisor
  2. Click Menu Monitoring.
  3. Click Agent Management Monitor.
  4. Under Action click Monitor (eye icon).
  5. Click Start Monitoring.
  6. When the agent engages in a queued call, you are offered a monitoring call. Answer the call to listen in.
  7. Click End Call or drop the call to leave the call. 
    Note: Do not click Finish Monitoring to retain the automatic monitoring settings.
  8. When the agent handles the next call, you are offered the monitoring call again. Use your phone to listen in.
  9. Click Finish Monitoring when done. 

Additional Information

The ability to monitor and archive agent-customer conversations is critical to ensuring the quality of customer service provided by your call center business. The silent monitoring feature allows a supervisor to eavesdrop on a conversation between an agent and a customer without either party knowing that they are being monitored.

As a supervisor, you can listen in on all calls handled by an agent without having to manually turn on monitoring for each call. Any time the agent engages in a queued call, you are immediately offered a monitoring call automatically. Answer the call to listen to the agent's conversation. As a supervisor, you can enable settings to automatically invoke agent monitoring.