Users with access to the Silent Monitoring page can listen in on conversations between callers and agents. Neither the caller nor the agent will hear the listeners voice during the call.
Your Puzzel solution can be configured to notify the agent that he/she is being monitored when someone is monitoring a call (a headset icon will appear in the agents application, and a short beep (~0.3 sec) is played for the agent). However, if the notification feature is turned off, the agent will not be aware that their call was monitored.
If a call has been silently monitored, this is shown in the Archive.
To monitor a call, you first need to search for an agent to monitor. Search for agents based on their name or the user group they belong to. You can also look for agents that are in status Connected by clicking in the Connected agents check box.
If an agent has a headset next to her name, you or another user have already requested a silent monitoring on this agent. Only one user can listen to each agent at time.
Once you have found the agent you want to monitor, you click on his/her name and the Request Silent Monitoring window will appear.