Administrators can monitor agent calls for quality and guidance requirements. This article will guide you in monitoring agents calls at CallHub.
Once the agent joins the campaign and starts calling voters, the administrator can join the agent session in mute mode and listen in to the calls.
Step 1: From the Agents Tab in the sidebar, click on the Active Agents tab to see all the live agents. Refer below screenshot.
No Active Agents
Step 2: A 'Join Now' button is displayed against all the active agents. To monitor an agent, click on the Join button for the agent. Make sure your phone number is added as part of the account profile to receive a call from CallHub.
Once you answer the call, you will join the agent calling session in mute mode. You can now listen-in and take notes on improvements.
Agent in Active Session
Step 3: If you wish to exit the session, please hang up your call. This will not impact the agent call session.
Hope this article was useful, feel free to provide feedback. Thanks.
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