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About Monitor, Coach and Barge

Monitor/Coach/Barge is available to those clients who use Agent Voice Portal. This functionality is designed to improve agent performance through real-time monitoring and assist in maintaining compliance with corporate standards.

Monitor/Coach/Barge provides the Account Manager the opportunity to audibly supervise an agent while the agent is speaking with a consumer. The Account Manager can monitor the agent's conversation, verbally coach the agent through a conversation without the consumer hearing the comments, or barge into an agent's conversation with the consumer and participate in the exchange.

A single agent can be monitored by multiple Account Managers at one time, however only one Account Manager can coach or barge at a time.

To monitor, coach and/or barge into a conversation:

  1. Sign in to the Account Manager, select the Agent Groups tab and click List Agents.
  2. The List Agents page appears.

  3. Check that the column labeled Supervise appears from the list of available columns.
  4. The Supervise column appears with three icons, an ear, whistle and exclamation point.

  5. Click the button labeled Connect to Supervise to establish an audio connection.
  6. The Connect to Supervise dialog appears and the button changes to Disconnect.

  7. If using a PSTN connection, dial the phone number shown and enter the PIN provided. See below for instructions using a wireless phone. (Note that a supervisor's audio connection expires after five minutes of inactivity.)
  8. The Monitor, Coach and Barge icons in the Supervise column appear active for each agent. If another supervisor is coaching or barging in on an agent's conversation, the whistle and exclamation point icons are unavailable, or grayed out. Mouse over the icons to see the action and name of the active supervisor.

  9. To monitor a conversation, select the ear icon associated with the agent (see below if you are using a wireless device to supervise agents).
  10. Any number of supervisors can monitor a single agent and a supervisor can move from agent to agent without losing the audio connection.

  11. To coach the agent, select the whistle icon. You can speak with the agent immediately without the consumer hearing.
  12. To barge into the conversation, select the exclamation point icon, which puts you, the agent and the consumer into a three-way call.
  13. Note that the agent retains control of the call; the supervisor is not able to end the call or to disposition it.

  14. To discontinue supervision, click the button now labeled Disconnect.

To monitor, coach and/or barge into a conversation using a wireless device, you use DTMF codes:

  1. Click the button labeled Connect to Supervise to establish an audio connection.
  2. The Connect to Supervise dialog appears.

  3. Dial the phone number shown and enter the PIN provided. (Note that a supervisor's audio connection expires after five minutes of inactivity.)
  4. Observe an agent's desktop and, from the user interface, locate the stationID from the upper right of the status area.
  5. To monitor a conversation, press * 1 followed by the stationID. For example, to monitor an agent with the stationID "5", press * 1 5.
  6. To coach the same agent, press * 2.
  7. To barge into the agent's conversation, press * 3.
  8. To supervise a different agent, enter the DTMF code and the stationID of that agent.

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This page was last modified on February 2, 2015, at 12:13.