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lori-van-groningen asked ·

Remote Agent to Agent Call Shadowing for WFH - Does it Exist?

Is there a feature that allows a new trainee to remotely observe/shadow another agent's calls? Due to COVID-19 and social-distancing guidelines, and working from home, I need to identify a new process since side-by-side observation is no longer an option.  I'm wondering if there is a feature similar to "Coach" in the Supervisor portion of the Contact Center/Max Agent.  
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liam-andrews answered ·
I don't know of another feature for doing that, if it were me I might try to build a new role with supervisor permissions limited to listening only, if that is possible
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Liam, I wondered about that as well.  Thank you so much for the suggestion!  I will definitely explore that option if there is no feature currently in place.  I appreciate you responding! 
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