Monitor a Call

Live monitoring is an Uptivity feature that enables authorized users to listen to an agent's calls, view an agent's desktop, or both, in near-real time. This can be useful for coaching agents or monitoring agent activity during or between calls.

When live monitoring a call, monaural audio is streamed from the Uptivity recording server to your workstation. If video is available, a screen capture viewing panel will appear following the Live Monitor List.

This topic explains how to monitor a call as it is being recorded. For more information, see Live Monitoring Overview.

Start Playback

List View

The List View page provides a variety of information about agents, including whether they have audio or video that can be monitored, the ANIClosedAn acronym for Automatic Number Identification - ANI is a service of telecommunications carriers, which identifies the telephone number of the calling party. It is commonly used for billing, call routing and database synchronization. There are several specific technologies that fit under the umbrella of ANI, including caller ID. or DNISClosedAn acronym for Dialed Number Indentification Service - A carrier service for 800/888 and 900 numbers that forwards the number dialed by the caller to the number that reaches the agent. of an active call, ACDClosedAcronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals. Group, ACD Gate, or the application currently in focus on their desktop if screen data is being captured.

The Live Monitor List View is shown by default and displays, on a single page, agents in the system and their current call state. Adjust the Items Per Page drop-down at the bottom of the list (from 25 to All) to change the number of agents visible on the list at one time. The number displayed in parentheses represents the total number of results for the given filter or search, regardless of how many agents are displayed.

Quick Filters for agents and QA Groups work the same way in the Live Monitor list as they do in the Recorded Interactions List. For more information, see Quick Filters.

To monitor calls from the Live Monitor list view:

  1. Click Interactions List → Live Monitor.
  2. Click the Play icon next to the desired call to begin streaming, and click the Stop icon to finish streaming.

    Right-click a user and select Play from the pop-up menu, then select whether to monitor in the current window or a new window.

To view and make changes to the Live Monitor List Settings:

  1. In the NICE Uptivity Web Portal, click Interactions List → Live Monitor.
  2. Click the Settings button in the upper right corner.
  3. Select the checkbox(es) for the columns to display in the Live Monitor list. Click Select All to see all columns or None to clear all selections.
  4. If you want to, click and drag columns from top to bottom to reorder their display.
  5. Click Save to commit changes or Cancel to exit without making changes.

Screen View

Calls can also be monitored from the Live Monitor screen view. Screen View playback allows at-a-glance review of active agent screen activities and information about calls in progress.

Screen thumbnails are updated every five seconds for each agent desktop running the Screen Capture Client. The thumbnails are compressed to 60% of JPEG quality and scaled down to a width of 120 pixels to help conserve network bandwidth. Whether the agent is on an active call or not, the information in the following list is displayed under the playback thumbnail.

To navigate between pages in Screen View, click the page numbers at the bottom of the page or type a specific page number in the text field and then click Go.

To monitor calls from the Live Monitor screen view:

  1. Click Interactions List → Live Monitor → click Screen View.
  2. Click the Play icon on a thumbnail to begin streaming, and click the Stop icon to finish streaming.

Adjust Playback

Clicking the Play icon opens the playback pane at the bottom of the page. Live monitoring runs continuously until you stop playback. Use the zoom and volume controls to modify the streaming audio and video.

  1. Click the Zoom icons in the upper left of the playback pane to cycle between different views.
    • Stretch-to-Fit resizes the full screen image to fit the window. It allows you to view the entire screen but may be difficult to read due to the compression.
    • Actual Size displays the live feed at 100% of what the agent sees. Scrollbars appear at the side and bottom of the playback area to allow you to scroll to different parts of the screen.
  2. Move the Volume Slider to adjust the volume of audio playback.
  3. Click the Stop icon to end live monitoring of audio and video.