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

  • 0
  • 1
  • Question
  • Updated 2 weeks ago
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.  
Photo of Lori Van Groningen

Lori Van Groningen

  • 112 Points 100 badge 2x thumb

Posted 2 weeks ago

  • 0
  • 1
Photo of Liam Andrews

Liam Andrews

  • 252 Points 250 badge 2x thumb
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
Photo of Lori Van Groningen

Lori Van Groningen

  • 112 Points 100 badge 2x thumb
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!