UCCX 12.5 - Monitoring agent's calls in Finesse
The Contact Center Express upgrade to Version 12.5 is scheduled for the night 4/10/2021. Agents and supervisors will see the new layout on 4/11/2021.
Supervisors have the ability to listen to agent calls. You will listen in using your agent line. Your agent line could be on a telephone or a Jabber profile.
From the Team Performance section of the Finesse Supervisor Layout, select the agent that you want to monitor. Go to the Actions column and click the three dots on the appropriate agent. Select monitor from the pop-up list. Monitor will only be available if the agent in a Talking state. The call will come through either your telephone or Jabber. Neither the agent or caller will be able to hear you. If you would like them to be able to hear you, see the next section for Barge In. When you are done monitoring, end the call either through Finesse or on your telephone/Jabber.
If a supervisor would like the agent and caller to hear them on the monitor call, select Barge In button on the call control bar. This will change the call into a three-way call.
This is what the three-way call would look like in Finesse:
You can also intercept the call which drops the agent from the call and leaves you with the original caller. To do this, select the Drop button from the call control bar and select the agent's extension.