35
Supervisor features
Observe
Use the Observe feature to monitor an agent in a call.
1. Click the Observe key.
2. Click a selected Agent key or dial the
agent’s Position ID.
or
3. Click the Call Agent to talk to the agent
you are monitoring.
4. Click the Observe key to terminate the
observation.
ObvAgent
Agentkey
CallAgt
ObvAgent
Positions busy on
ACD calls
Positions waiting
for ACD calls
Positions busy on
non-ACD calls
Vacant Agent
positions
