20.6. Listen Live with SCV

Supervisors are able to both listen into calls as well as view transcription from their agents, this is provided your supervisor user has been granted the required access in Salesforce.

From the Omni Supervisor tab click the dropdown option next to the agent you wish to listen in on: 

Then click monitor: 

You will now have a monitor window, whereby you can view the live transcription of the agent’s call as well as interact with your agent via whisper text : 

Now click ‘Listen In’, you will now be able to listen to the call without the connected party being notified: 

Note: you will need to have the Webphone running in order to listen in, so ensure your Omni Presence state is active for calls.

If you wish to intervene on the conversation, press the Conference button to create a 3-way conversation.

Once done, you can click Leave Call to drop out: 

For more information on the Omni Supervisor tab please see this Salesforce guide.

FAQ

What are pre-requisites to getting access to Listen In?

Just a Supervisor enabled user in Salesforce, all permissions and access in completely managed within the Salesforce configuration.

I can't see what my agent said prior to me listening in on the call?

You will only be able to view the transcription for everything said after the point of joining the call, to see the full transcription you will need to access the voice call record when the call has been completed.

I am unable to perform a listen in on my agent's call

You must ensure your user has the correct supervisor permissions to both access Omni Supervisor and have the correct access to the group/agents in question, see Salesforce documentation for more on this.

I'm not being given the option to perform a listen in on my agent after I clicked "monitor" on their call

If the Listen In button is greyed out and inaccessible it may suggest your Webphone is not available, please ensure you've logged into Omni Channel and have the Webphone loaded and ready for calls, after doing so you should be able to click on the button to listen into your agent

Why can’t I perform an Audio whisper to only the Agent?

This is a limitation of Service Cloud Voice, where we can solely provide a way to listen to the conversation or intervene to communicate with both participants on the call.