After these criteria are entered, the system places a request Through a simplified Web interface, authorized users can select a combination of one or more queues, sites,Īnd teams, as well as a specific agent that they want to monitor. The Webex Contact Center Call Monitoring module enables contact center managers to monitor the quality of service being delivered across their multisourceĬontact centers. Users can also create monitoring schedules, coach an agent who is connected to a call by providing comments that only theĪgent can hear, and barge in on calls as needed. The Call Monitoring module enables authorized users to silently monitor any active call that is managed by the Webex ContactĬenter service at any time, across any site, and to verify that customers are being served in a professional manner.
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