Configuring supervisor monitoring

Real Time (legacy) is deprecated

Real Time (legacy) is now deprecated.

To create and manage agents and groups, use User Admin the VCC Admin Portal.
To monitor the performance of your Vonage Contact Center account, use Real-time Analytics, Historical Analytics, and Team Monitoring.
To monitor agents' interactions, log agents in to VCC, and change agents' states, use Team Monitoring.

For more information, see User Admin, Real-time Analytics, Historical Analytics, and Team Monitoring.

Using the supervisor monitoring feature, a supervisor can listen to an inbound or outbound call that is in progress. For more information about the Supervisor Monitoring feature, see Supervisor Monitoring.

To use supervisor monitoring:

The supervisor monitoring feature must be enabled for your account.
The user doing the monitoring must have a supervisor license.
The supervisor must have permission to listen to calls. In the User Admin area of the VCC admin portal, edit the feature permissions for the appropriate user and account. In the Dashboards/Real Time list, alongside Supervisor Monitoring in Real Time click Yes. For information on editing feature permissions, see Configuring admin and supervisor feature permissions.

Supervisors must provide a phone number on which they will listen to calls. For information on setting a supervisor phone number, see Setting your number for supervising calls.

In this section

Setting your number for supervising calls