The Service Observing feature allows a supervisor to observe an agent's performance on any particular phone call, silently and unobserved. This is a Communication Manager feature, and Avaya one-X Agent optimizes the supervisor's access into a single click.
A supervisor can listen in or barge in to the agent-customer interaction using this function. If the administrator has enabled this service, the observing icon appears as a work item on the supervisor's Avaya one-X Agent user interface. The supervisor, performing service observing, can view the agent name, and period of observation. The Service Observing work item shows the observing agent name, period of observation, and the corresponding topic. However, for direct calls, only the agent's name appears. When you expand the topic, the contact log window displays the binocular Icon with Observing agent's name and corresponding details.
Prerequisites
The agent that the supervisor wants to observe must be a member of the designated supervisor team as administered in Central Management and must be listed in the supervisor's contact list.
Then supervisor must be logged in to Station. If the supervisor is logged in as extension (ACD mode), the Observe Agent icon will be grayed out. Thus, disabling the Observe Agent option for agents.
When the Observing option is set for an agent on the supervisor desktop, the system disables all telephony controls, namely, conference, voice call, and click-to-call options. A supervisor can, however, use the IM feature. In other words, Avaya one-X Agent assumes that the supervisor is dedicated to this function for this particular agent.
- Click Service Observing against an agent.
The Service Observe menu appears with an observing icon (binocular). The system indicates that the selected agent is in the observation mode.
