Open Forum

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
------------------------------

a) we're the same as you and would second the request

b) we haven't found any alternative unfortunately 

I would like to see the ability for trainees to monitor calls without Supervisor access as well.

------------------------------
Beth Steiger
------------------------------

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.

we also have USB headset splitters that allows them to sit at the side of another agent and listen in.

Great alternative!

We assign new users as Supervisor in order to let them live listen to calls, but keep records of who is added and check in with departments to ensure we can remove them as soon as complete. 

We also make sure to restrict their access so they are only set to monitor the queues/ staff group relevant to them.

It would be much easier it there was a call monitor only set up, but we've never found a way to restrict it that far.

a) We set them up with monitoring permissions and then they can see the agent's screen and hear them working.  Remove their access once they are on their own and no longer require it.

b) not that I know of, would be a great feature.  *Training Mode*

Create a duplicate Agent Group with same settings as original, name it simalar but including "Trainer". Place the individuals that are trainers in that group so the new agents can only monitor those individuals and limit reporting and other capabilities.

 Please note: when reporting that these agents are in the new training group.

 Once the training is done, move the trainer back to original Agent Group and remove the new agent from supervisor role. It is a bit to set up but very easy after completed.

Training mode to listen without supervisor access would be a very helpful feature. I hope 8x8 is considering this.