Double listening consists of listening in real time to a telephone conversation between a customer and an agent.
Dual-listening is reserved for users who have a supervisory role. It allows you to effectively train your new agents or assess the performance of your teams.
What are the prerequisites for activating dual listening ?
To activate dual listening, you need to check 3 points :
Verify that the user who is going to double-listen has the appropriate permission.
You must verify that the right is enabled in your user's profile. If necessary, go to the 'How to modify a user's rights' page.
Check that the user who is going to double-listen has access to the real-time panel in the "Reports and statistics" menu
If this is not the case, the access right must be authorized in the management of user rights.
Check that the listener is responsible for the listener in the management of teams.
For security and privacy reasons, not everyone can listen to everyone. When you create a team, a reporting relationship is identified. The members you add as team managers are by definition the managers of the team members.
How to activate dual watch ?
To listen to a user, open the real-time monitoring in the "Reports and statistics" menu
The "dual listening" icon is represented by a telephone (circled in red in the screenshot below). To activate dual listening, simply click on the icon.
Preview of the call panel when double listening is in progress (supervisor station)
The system does not deliver any message or signal to the listened-in user to indicate to him that double listening is in progress.
