A call center Supervisor can “silently monitor” an active call for an agent and their next call via the BroadWorks Supervisor application.

The requirements for this to occur include:

• The agent needs a Premium Agent license
• The Supervisor needs the Call Center Monitoring and Directed Call Pickup with Barge-In services assigned to their profile
• The Agent needs the Barge-in Exempt service removed from their profile
• The Supervisor needs to be configured as a Supervisor of that agent inside BW
• The Supervisor application needs to be configured to “monitor” the agent’s status via the Edit Monitored Agents screen (accessed via the pencil icon on the Agents pane)

When those requirements are met, the Supervisor will see the SM (Silent Monitor) button inside the Agents pane for any agents actively on a call. The Supervisor can silently monitor ANY call (inbound, outbound, call center, non-call center) for that agent. The Supervisor will also see an SMN (Silent Monitor Next) button for all agents configured properly that allows them to listen to the next call of that agent.

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For customers like Lord Abbett that have QAs that utilize the SM features, but don’t have supervisor clients:

SM:  #82 after double beep enter 10 digit number or extension

SMN:  #84 after double beep enter 10 digit number or extension.

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