Live monitoring feature allows authorized users (supervisors) to listen to the active calls in real-time. Such feature helps monitor customer service in real-time, train new employees, and escalate problems as soon as possible.
A special application Live Player should be installed on a supervisor's computer. This application was designed to provide a superior audio latency (less than 200ms).
If user has appropriate permissions, he/she will be able to see
live monitor this call button when viewing active calls. Upon clicking on this button, the Live Player application should be automatically started. If it doesn't start, then verify if it has been installed previously on a supervisor's computer (you can download it from here).
Live monitoring feature supports two modes:
- Monitoring of a single call
- Monitoring of consecutive calls of particular agent
In the first case, a monitoring session automatically terminates when call completes.
In the second case, a monitoring session is automatically restored when the monitored agent makes/receives a new call. Supervisor initiates a live monitoring session once and keeps listening to the consecutive calls of a particular agent automatically.
In order to start monitoring of the consecutive calls, supervisor needs to select one of agents'old calls , then click on "Open in new window" button and then he/she will see
Live monitor phone ___ link.
How it works
Live monitoring feature is built-in to MiaRec recording core. It doesn't depend on a phone system and it works with any recording method (passive or active).
Live Player application communicates with MiaRec recording core via RTSP protocol. If you see error "Server is off-line" inside Live Player application, then verify firewall settings on the MiaRec server side.