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Glossary:Monitoring

The process of listening to agents’ telephone calls for the purposes of maintaining quality. There are three types of monitoring:

  • Silent —The agents are unaware that their calls are being monitored.
  • Side by Side —The supervisor sits next to an agent and observes calls.
  • Record and Review —The calls are recorded, played back, and assessed.

For call monitoring in Premier Edition Cloud, refer to the VCC Dashboard Help.


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This page was last modified on October 12, 2016, at 12:45.