Release 25.04.2
Date: 04/21/2025
Desktop Windows: Supervisor Monitor of Agents
Supervisors using Desktop Windows can access LinkLive Reporting and perform a silent Supervisor Monitor of agents using LinkLive.app, Desktop Windows or Communicator. The capabilties of the Supervisor Monitor are essentially the same as what has been previously available for supervisors using Communicator.
To use Supervisor Monitor, supervisors must have LinkLive Reporting Supervisor rights, each Hunt Group that will be monitorable must have Supervisor Monitoring enabled, and each agent in the Hunt Group must have Monitorable selected. These settings are in LinkLive Admin. Please contact LinkLive support if assistance is needed in selecting these settings.
Once configured, Supervisors can sign into Desktop Windows and click the LinkLive Reporting icon in left hand navigation to launch LinkLive Reporting. The Supervisors then clicks the elipsis in upper left to expand the Agents in Hunt Groups they manage. To Monitor an agent, the Supervisor clicks a user to see the Monitor and Status modal and then clicks Monitor to monitor the agent. Note that Monitoring can be configured On / Off per Hunt Group Status. For example, some organizations may only choose to monitor agents that are in On the Phone status. After pressing the Monitor button, the Supervisor will see a notification for the agent session they are about to monitor. Note that the agent will not see the session since this is a silent monitor.
Pressing reply, the Supervisor opens a session with the Agent being monitored and has a toolbar that allows the supervisor to select what they would like to monitor. Note that the Monitor features are dependent on whether the agent is using LinkLive.app in a browser or Desktop Windows
Snapshop Desktop: Take a snapshot image of agents desktop. Not available if agent using LinkLive.app in a browser
Show Desktop: Show agent desktop in a live video stream. Not available if agent using LinkLive.app in a browser
Snapshot Cameras: Take a snapshot image of agent’s camera
Show Video: Show camera in a live video stream.
Listen Audio: Listen to agent audio in a live audio stream
To end the Supervisor Monitor session, the Supervisor closes the session in same manner as other sesssions
Build Number: LinkLive.app 25.04.2
Numerous performance and bug fix update