How to live listen to agents
This guide will cover the live listening features on the wallboard
1. Firstly click on the Wallboard section on the dialler homepage as shown below.
2. Log in with your admin credentials (Credentials would have been sent to you from the support team)
3. Once you press log in you will be able to view the wallboard page showing your live stats and
agent status.
4. On the top right-hand side click on your username which will then show a dropdown menu
as shown below.
5. From here you can select the campaign you would like to view which would then, in turn, display the agents logged into that campaign down below on the wallboard.
6. Under the Monitor section, you are able to select 3 monitoring options as shown in the
screenshot below.
MONITOR – Allows you to listen in to a live call that your agent is currently in.
BARGE – Allows you to take over a call that your agent is currently in.
WHISPER – Allows you to speak to the agent whilst they are in a call. The customer will not be
able to hear your voice.
7. Once you have selected your preferred monitoring choice you must then enter your
softphone extension in the phone field.
8. Click save settings and then the symbol of the monitoring feature you have selected will
appear under the Action heading on the right side of the agents banner.
9. Once you click the monitoring symbol a success message should then appear as shown
below along with a ring to your softphone. Ensure you answer the softphone for the monitor
action to take effect.
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