Monitoring calls with the Live calls dashboard (Talk Professional and Enterprise) Follow

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10 comments

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    Jonny

    This is great =) 

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    Tikisha Dowden

    Does this feature work with agent forwarding?

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    Jenny Gillett

    Hi Tikisha, 

    If I understand your question correctly then yes it works. 

    If you are monitoring a call and that call is transferred to another agent or forwarded to an external number, you can continue to monitor the call until it has ended. 

    Does this answer your question? 

     

    Jenny

     

     

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    Josh

    Jenny,

     

    I want to allow agents to have this feature, but don't want to give them the ability to manage all of the channels. Currently custom roles forces this. Can this be broken off in custom roles better?

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    Tikisha Dowden

    Thanks Jenny! You've answered my question.

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    Jenny Gillett

    Hi Josh, 

     

    This is a request we are hearing more and more, currently there is only 2 role you can give your agents and that is manage channels or admin. We are looking into how we assign our roles at a more granular level but this will be a bigger project in the future and not just tied to Call Monitoring. 

    Regards

    Jenny

     

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    Brad Harris (Edited )

    I have a similar question as Josh -

    One of the primary reasons why we were excited about this feature is to help our Tier 1 agents learn from our Tier 2 agents by listening in on the call after it has been transferred through call monitoring.

    I really need to be able to assign more granular permissions beyond "Agent" and "Admin".

    Is this something that can be implemented? It could be as simple as the dropdowns in the user profile:

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    Alexander Holder

    Very keen for triggers here for some advanced reporting. Current workaround isn't overly fun but this is a game changer

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    Mie

    Hi,

    I would like to use this feature for internal training, but I do not want to give all "staff" access to manage the channels. Is it somehow possible to allow the staff agents to listen to live conversations with out being af team leader or admin?  

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    Jenny Gillett

    Hi Mie, 

    Thanks for getting in touch, this is consistent with other feedback we have heard.  We understand the need to have more granular permissions by feature and/or by role. It is something we are actively looking at introducing into the product. I don't have any dates to share with you at this point so please bear with us. As soon as I have an update I will post it here. 

    Thanks

    Jenny

     

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