Open Forum

Greetings,

I have recently become aware that when new Agents are onboarded without our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, hwoever it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

Greetings,

I have recently become aware that when new Agents are onboarded within our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, however it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

------------------------------
Ben Fischer
------------------------------

Greetings,

I have recently become aware that when new Agents are onboarded within our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, however it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

------------------------------
Ben Fischer
------------------------------

I asked this question when we recently moved from Avaya onto 8x8 and the answer I got was to create them as a supervisor temporarily, so I would assume right now that would appear to be the only way.

We did also record our Agent training session so new employees are given access to that as well. Also, if they are in the same location as other agents we also have USB headset splitters that allows them to sit at the side of another agent and listen in.

Greetings,

I have recently become aware that when new Agents are onboarded within our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, however it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

------------------------------
Ben Fischer
------------------------------

Greetings,

I have recently become aware that when new Agents are onboarded within our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, however it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

------------------------------
Ben Fischer
------------------------------

Greetings,

I have recently become aware that when new Agents are onboarded within our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, however it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

------------------------------
Ben Fischer
------------------------------

Greetings,

I have recently become aware that when new Agents are onboarded within our company, they are created as Supervisors so that they have access to the Monitoring feature. They spend their first day(s) observing other Agents via this feature. I do not like the idea of probationary staff having higher access than what is required - and there does not appear any other way to for an Admin/Supervisor to enable monitoring on a standard user account for this purpose.

An alternative would be to download a sample of good and bad calls for training purposes and have the new Agent listen to them, however it is much more productive to have them on live interactions so that they can converse with the agent post call to get context on why specific responses or outcomes were offered.

a) How does your company handle the training phase of a new Agent?

b) Is there a method to enable Monitoring for standard users while maintaining user permissions?

Many thanks!

------------------------------
Ben Fischer
------------------------------