Multiple Monitoring

3 Comentários

  • Nicole S.
    Zendesk Community Team

    Hi Stefan -

    Thanks for sharing your feedback. Can you provide any additional detail regarding why you need this and how frequently the need arises?

    Also, I see that this is your first post. Welcome to the Zendesk Community!

  • Stefan Mihajlovic

    Hello Nicole,


    My pleasure. Sure - the issue arises at least once every month. 

    • Sometimes we are coaching/training New Hires and have the need for both CS Supervisor and CS Manager to overview and analyze the call at the same time. Additionally, we have the requirement to barge in on the call if required. 
    • In the case where we have a review of real-time calls, after a certain period (i.e. probation period) for NH's, we tend to have the need for both Supervisor and Manager to listen to the call real-time. 
    • In the occasional situation, when we have a Manager on PTO, but still overviewing urgent calls, the Supervisor is already monitoring the call, a Manager cannot monitor at the same time, and miscommunication occurs. 
    • If there is a Manager working from home and a Supervisor in-office, we have the tenancy to also monitor calls in-parallel. 

    Thank you for the warm welcome!


  • Nicole S.
    Zendesk Community Team

    Thanks for that additional detail, Stefan. We'll be sure this is passed along to the product team, and they'll reach out if they have any follow-up questions. :)


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