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Listening to an agent on a call provides invaluable insight into how the agent interacts with a customer. Supervisors can use such observations to coach the agents in the future, or even live while the call is in progress.
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Supervisors cannot use WebRTC when monitoring a call. They can, however, monitor a call if the agent is using WebRTC (or a physical telephone) for that call. |
For information about configuring and using the Supervisor Monitoring feature, see Configuring Supervisor Monitoring and Supervising a call.