Real-time monitoring allows you to assess agent performance in real time and ensure compliance and performance issues are not overlooked. When you supervise an agent, the agent does not know that you are monitoring them.
To monitor an agent, navigate to Supervision > Agents, then click on an agent’s name or one of the agent’s ongoing tasks. While monitoring, you can navigate freely without disturbing the agent’s activities. The agent will not be able to see your mouse moving or when you open (or navigate in) the customer’s record or categorization windows. If you type in the answer field, the agent does not see the message.
However, there are some actions that are visible and may impact the agent. These actions include asking for a task, accepting a task, and changing the status of a task.
From this view you can see the exact same tasks and inboxes as the agent you are supervising. In the Current tasks column, the tasks currently in the ongoing tasks of the agents are displayed. You can navigate in the different interface elements (tasks, inboxes, customer record) without disturbing the agent’s work.
The current active task on the agent’s screen is circled in yellow. If the agent is typing in the active task, three animated dots appear on the task.
When you open an active task and you see the agent writing a reply in real time, the message is greyed out until the agent sends it and the cursor blinks. When you are finished monitoring the agent, click Back to dashboard.