Call Monitoring - Admin Guide Follow
Call Monitoring Features: Admin users now have the ability to use the following dialer features
- You must have the new "Call Monitoring" permission enabled to use this feature.
This will connect you to the agent + open up the record they are speaking to.
This will allow you to hear the conversation between the agent and the contact.
This will allow you to talk directly to the agent only, the contact will not be able to hear your voice.
This will allow you to talk directly to the agent and contact, coming into the call as a 3rd person.
This will allow you to take the call away from the agent. The agent will be dropped and only you and the contact will be connected.