You can use Supervisor to view the status of your agents and discreetly listen to an agent's call.
Hover over a row in the agent list to display options for the call you want to monitor. Click the Monitor icon.
If your agent legAn active piece of a call that connects between routers, gateways, or telephony devices. is configured and connected, you can immediately hear the agent and the customer. Otherwise, you may need to configure and connect your agent leg.
If the Monitor icon is not visible,
you may not have the correct permissions orthe agent is not handling a call.
To leave the call, click Monitor again.