Live Monitoring Overview

Live Monitoring is a feature in inContact WFO that enables authorized users to listen to an agent's calls, view an agent's desktop, or both, in near-real time. It also enables system administrators to see if calls are being recorded. This feature requires appropriate permissions. If you do not have these permissions, you will not see Live Monitor as an option under WFO Call Recording in Central. For more information on permissions, see New Role Page.

The Live Monitor page is further divided to offer two views: List View and Screen View.

Live monitoring of audio is a basic inContact WFO feature, but requires configuration by the system administrator. Live monitoring of agent desktops is a separate feature licensed as part of inContact Screen Recording.

Agent audio is available for monitoring only when the agent is on a call. Agent desktop activity is available, whether the agent is on a call or not, when both of these conditions apply:

  • Your organization uses inContact Screen Recording
  • The screen recording client application is running on the agent's workstation

The Live Monitor list and screen view pages do not time out due to frequent refreshes of page content. When you use Live Monitor, you should close your browser or lock your screen before leaving your computer unattended, particularly if you have administrative access to the system.

Related Tasks

Related References