Live Visibility into Manager Actions provides managers with real-time information about ongoing call monitoring/coaching actions being taken by managers on live agent calls. Managers can see which agent calls are actively being listened to, whispered to, or barged into, including who the manager(s) are and which action(s) they are taking.
Live Visibility helps your team coordinate coaching activities across multiple managers, track manager involvement in real-time, and ensure proper supervision of important or challenging calls.
How Does Live Visibility Work?
Managers can view real-time indications of manager actions in two key areas:
1. Task Slideout
When viewing the Task Slideout for an active call, you'll see a yellow warning banner at the top if other managers are currently taking an action (Listen, Barge, or Whisper) on the call. This banner shows you exactly which managers are taking an action and what actions they're taking.
Note that your own actions won't appear in this banner, as it's designed to show you what other managers are doing.
2. Agents Page
You can also view which Agents are currently being monitored by another manager directly from the Agents page. When an agent's has an active call task which a manager is listening/barging/or whispering to, an icon appears beside the agent's name in the agents list. You can hover over this icon to see which managers are taking an action on the call and what specific actions they're taking.
- Listening:
- Whispering:
- Barging:
Unlike the Task Slideout view, the Agents page will display your own monitoring activities alongside those of other managers, giving you a complete picture of all actions happening across your team.