Monitor Agents

You can monitor agents and their voice and DFO digital contacts.

To launch the CXone Supervisor app, click the app selector Icon for App Selector and select Supervisor Icon for CXone Supervisor.

Keep in mind:

  • Before you start monitoring voice contacts, you must configure and connect your audio connection. If you forget to do so, CXone Supervisor asks you to connect. You can set any of the below audio connections and save the preference.

    • Phone number

    • Station ID

    • Softphone

      If you are using MAX Integrated Softphone, make sure you keep the MAX application open and then start monitoring agents or contact.

    You can change the audio connection while monitoring a contact.

  • When you switch between the legacy Supervisor application and CXone Supervisor, all ongoing actions in the first application will end.

  • You can initiate monitoring and other actions for an agent's contact from:

    • The Agents tab, click Options Screenshot of the options button.

    • In the Interactions tab, click Options Screenshot of the options button .

    • Clicking the agent name, and in the Contacts tab, go to an assigned contact.

    You can only see buttons for actions you have permission to use.

  • You can continuously monitor an agent's interactions in CXone Supervisor until:

    • You manually stop monitoring.

    • You choose to take over the interaction.

    • The audio connection disconnects as configured.

    • You log out.

    Make sure you have permission to continuously monitor an agent.

  • Multiple supervisors can monitor, coach, and join one contact at a time. However, only one supervisor can take over an agent's contact. A tooltip displays whether the agent or contact is already being handled by another supervisor.

Monitor Voice

You can monitor a voice call without the agent or the customer being aware of your presence.

You can monitor only one voice contact at a time. Switching to another voice contact will end the current voice monitoring. You can listen to the agent when the call is on hold with the customer. If any agent consults the agent you are monitoring, you can listen their conversation and join them.

Monitor Chat

You can monitor an agent's DFO digital contact without the agent or the customer being aware of your presence.

You can monitor multiple DFO digital contacts at a time.

Monitor Screen

You can monitor an agent's screen without the agent or the customer being aware of your presence.

You can monitor only one screen at a time. If you switch to monitor another contact's screen, the current screen monitoring will end.

Coach

You can coach an agent while the agent is handling an active voice or DFO digital contact. Only the agent can hear or see your instructions.

Join

You can join an ongoing voice or DFO digital contact and interact with the agent and the customer. This might be necessary if you need to help an agent in distress or immediately correct an agent's misstatement.

Take Over Call

You can take over an agent's active voice or DFO digital contact. For voice contacts, make sure you launch the MAX application to have access to voice controls such as transfer, hold, and conference.

When you take over a contact that's on hold, you will connect with the customer and the contact will no longer be on hold.

Record

You can record your agent's voice contacts. Keep in mind, if the contact is being recorded:

  • When you join a call, your voice will be recorded.

  • When you monitor an agent, your voice will not be recorded.

  • When you coach an agent, your voice will not be recorded.

  • When you take over the contact, your voice will be recorded.

The recording on demand action takes precedence over any policies or masking defined by the agents or customers. When you click Record, the contact starts recording.

Force Logout

You can force the agent to log out of the agent application. If the agent is handling a contact this disconnects the contact and notifies the agent.

You can only perform this action if you have permission.

Change Agent State

You can change the agent state of any agent who is in Available or Unavailable state. This helps you to display the agent's accurate current state. Keep in mind, you must have permission to change the agent state.

To change the agent state:

  1. Click the app selector and select Supervisor.

  2. Click Live Monitoring.

  3. In the Agents tab, for any agent in the Available or Unavailable state, click Options Screenshot of the options button and select Change agent state.

    A menu appears with the possible states you can modify the agent state to.

  4. Select the accurate agent state. The state is updated successfully and reflects immediately in the agent's MAX interface.