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How Do I Configure the Call Monitoring Indicator?

You can make the call monitoring indicator visible or invisible to agents using the Permissions tab under Desktop Settings. When a supervisor monitors an agent's call, there are two possibilities:

  1. If the Enable Call Monitoring Indicator check box is enabled and an agent is being monitored, the Monitoring icon is displayed unless the agent is participating in a conference call, a consultation call, or a transfer call.
  2. If the Enable call monitor indicator button is disabled, the Monitoring icon is not displayed for any monitored calls.

How do I enable or disable the call monitoring indicator?

  • Click Enable Call Monitoring Indicator to enable agents to know when their calls are being monitored:
    VCC263 Monitor Indicator.png
  • Click to remove the check mark in the Enable Call Monitoring Indicator check box to disable this feature.

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This page was last modified on 19 February 2016, at 04:25.