call-monitoring
6 posts.
Live-monitoring your agents with VICIfast
VICIfast includes live call monitoring so supervisors can silently listen to agent calls, coach via whisper, or barge in and join the conversation directly.
Read postVICIdial Blind Monitoring Explained
Blind monitoring lets a supervisor listen silently to an agent and customer call. Learn how it works, when to use it, and how it differs from barge-in.
Read postHow to Blind-Monitor a VICIdial Agent by Session ID
Dial 0 plus the agent's session ID to silently listen to a live call, or use extension 8162 to roam between agents without hanging up.
Read postHow to Find a VICIdial Agent Session ID
The VICIdial Real-Time report lists every logged-in agent alongside their current session ID, which you need to blind-monitor or barge in to a live call.
Read postHow to Set Up Live Audio Monitoring in VICIdial
Listen to live agent calls from the Real-Time report. Pick a monitor mode, enter the phone you'll listen from, and click an agent's LISTEN link.
Read postMONITOR vs BARGE vs WHISPER in VICIdial Explained
Three monitor modes, three audiences. Learn when to use MONITOR to listen, BARGE to join both sides, and WHISPER to coach the agent only.
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