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.

For More Information Concepts And Features In the Workspace Desktop Edition 8.5.0 Workspace Desktop Edition Deployment Guide

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