Monitor

The Monitor feature allows supervisors to join live customer interactions discreetly without alerting either the agent or the caller. This tool is designed to help supervisors evaluate agent performance, adherence to scripts, and overall call quality in real time. By listening in unnoticed, supervisors can gather insights for coaching and training purposes while maintaining the natural flow of the conversation. This feature is essential for quality assurance and ensures that agents are providing the best customer experience without the pressure of immediate oversight.

Ways to monitor a call

A supervisor can monitor a call using various methods provided by Auvious.

Interactions

The list of interactions can be used to locate ongoing calls. You can enable the ‘auto-refresh’ feature, and the list will automatically refresh every 5 seconds. If an ongoing call is discovered, a button will appear as an entryway to the call. The supervisor can click this button to join the call.

Activity

You can find this page in the menu and it’s only accessible to supervisors. A supervisor can use the conversation ID they find in the integration. Just paste it here, and if there’s an ongoing call, it’ll open in a new tab. The conversation ID, depending on the integration, is the same as the integration’s conversation ID. This applies to Genesys Cloud and Talkdesk Digital Connect, for example.

Conversation metadata

In Genesys Cloud the monitor url can also be found in the Participant Data section of the Performance / Worskpace page, under the key auvious.conversation.monitor.url.