Silent Monitoring from Nextiva Unity Supervisor

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Supervisors can silently monitor current calls, the next call, or all calls taken by a specific Agent.

 

From the Personal Wallboard:

1. Right-click on the Call Center under the Personal Wallboard.
2. Select Agents > Agent > Silent Monitor > Current call, Next call only, or All calls.

Silent Monitor – Personal Wallboard

 

From the Agent Activity Tab:

1. Click the Agent Activity tab, then select a Call Center from the Name drop-down menu.
2. Right-click on the Agent and select Silent Monitor > Current call, Next call only, or All calls.

Silent Monitor – Agent Activity Tab

 

From the Tools Menu:

1. Click Tools > Call Centers > Call Center > Agents > Agent > Silent Monitor > Current call, Next call only, or All calls.

Silent Monitor – Tools Menu

 

Related Articles:

• Installing Nextiva Unity
• Manually Upgrading Nextiva Unity Desktop
• Nextiva Unity Agent Interface
• Nextiva Unity Reception Interface
• Nextiva Unity Supervisor Interface
• Managing Calls from Nextiva Unity
• Managing Call Recording from Nextiva Unity
• Transferring a Call from Nextiva Unity
• Escalating a Call to a Supervisor
• Sending Instant Messages from Nextiva Unity
• Changing Agent ACD State from Nextiva Unity Supervisor
• Customizing Statistics in Nextiva Unity Supervisor
• Configuring Thresholds from Nextiva Unity Supervisor