Silent Monitoring

The following Silent Monitoring tools are available to agents with Supervisor access level granted in LinkLive Reporting: 

Check the “Listen Audio” box to listen to live audio from the agent’s computer. When live audio is monitored, the Supervisor’s message window will ring like an incoming call. Click the talk button (phone icon) to listen to the audio. If the agent is in a voice session, you will be able to hear the agent, but will not be able to hear anyone else in the session. You will still hear the agent through their microphone even if they are not in an active session. 

The Supervisor’s microphone is “live” once the talk button is clicked, so remember to mute the microphone if the Supervisor just wishes to listen in on the session or the agent. 

Click on the “Snapshot Desktop” button to take an image of the agent’s desktop and add it to the session window. 

Check the “Show Desktop” box to see the live activity taking place on the agent’s desktop. This adds a burden to the agent’s computer, just as if it were sharing a desktop in a session. 

If the agent has a camera attached to his or her computer, click on “Snapshot Cameras” to take an image from the video camera(s). If there is more than one camera attached to the computer, an image will be captured from each one. 

Check the “Show Video” box to view the live video stream from the agent’s camera(s). This adds a burden to the agent’s computer, just as if it were sharing video in a session. If there are more than one camera attached to the computer, video will be streamed from each of the agent’s cameras. 

Some web cameras may have an indicator light to show that they are active. Snapshot Cameras and Show Video actions will illuminate those camera’s indicator lights when they are used.