151Call Center Telephone Administration GuideChapter 11Monitoring call activityThere are two ways that you and supervisors can monitor call activity at your call center:• “Monitoring agent calls with Silent Monitor” on page 151• “Monitoring skillsets” on page 154You can monitor calls by using memory buttons that you program with the Feature Codes formonitoring:• Display calls waiting in skillsets ≤·‚·• Monitor agent calls ≤·‚fi.NOTE: To use ≤·‚fi, we recommend you program it to a memory button and pressthe ≤·‚fi memory button to monitor agent calls.For more information on monitoring agents, refer to the Call Center Supervisor Guide.Monitoring agent calls with Silent MonitorWhen you monitor calls as a Silent Monitor, you are not detected by the agent or callers. Youmonitor all of the calls on an agent's telephone, rather than on a call-by-call basis. When thecurrent call is completed, the monitoring session of the agent continues. You do not have toreestablish the monitoring session. You must be logged on before you can monitor calls.We recommend you program a memory button with ≤·‚fi, and then press the≤·‚fi memory button to monitor calls. If the memory button you choose has an indicator,the indicator shows your log on status. You do not have Call Center calls sent to you while you use≤·‚fi.Note: While you monitor an agent’s calls you monitor all of their calls, including theirpersonal calls. Tell agents that if they make a call that they do not want monitored, theymust first log off as an agent, then log on again when they complete the call.
