Help Center/ Customer Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Monitoring Management/ Monitoring Agents (Integration with the Dynamics)
Updated on 2025-11-07 GMT+08:00
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Monitoring Agents (Integration with the Dynamics)

Prerequisites

  • Inspection relationships have been configured.
  • The permission on the Agent Monitor menu has been assigned to an inspector.
  • (Optional) To allow inspectors to inspect inspectors, you have set Support QC on QC Inspectors to Yes on the Web Configuration Console > VDN Configuration > Recording Quality Inspection > Recording Quality Inspection Parameter page on the web configuration console as a configuration administrator.

Procedure

  1. Sign in the Dynamics using a Microsoft account bound to an inspector account, and the password.
  2. Click Customer Service workspace to access the workspace.
  3. Click . On the agent monitoring page that is displayed, view agents who can be inspected.

    Figure 1 Monitoring page

  4. Perform the following operations on agents:

    • Forcible busy state setting

      Select an agent in Idle state and click Force Busy to change the agent status to Busy.

      Select an agent who is in a voice or video call or a multimedia chat, and click Force Busy. The message "An agent is forcibly set to the busy state successfully. After the call ends, the agent enters the busy state." is displayed.

    • Forcible idle state setting

      Select an agent in Busy state and click Force Idle to change the agent status to Idle.

      Select an agent who is in a voice or video call or a multimedia chat, and click Force Idle. The message "An agent is forcibly set to the idle state successfully. After the call ends, the agent enters the idle state." is displayed.

    • Forcible release

      Select an agent in Talking state and click Force Release to forcibly release the ongoing call of the agent.

    • Forcible sign-out

      Select a signed-in agent and click Force Out to forcibly sign out the agent.

    • Listening
      • Select an agent who is in a voice or video call, and click Listen to listen to the agent. Click Cancel Listening to cancel the listening.
      • Select an agent who is in non-Talking state or in a multimedia chat, and click Listen to pre-listen to the agent. When the agent is in a voice or video call, the system automatically calls the inspector.
    • Insertion
      • Select an agent who is in a voice or video call, and click Insert to insert into the call of the agent. Click Cancel Insertion to cancel the insertion.
      • Select an agent who is in non-Talking state or in a multimedia chat, and click Insert to pre-insert into the call of the agent. When the agent is in a voice or video call, the system automatically calls the inspector.
    • Switching

      Select an agent who is being inspected (listening or insertion), and click switch to switch the inspection mode (from listening to insertion or from insertion to listening).

    • Interception

      Select an agent who is in a voice or video call and is being inspected (listening, insertion, or whispering), and click Intercept to intercept the call of the agent. After the interception, the agent's call is released, and the inspector and customer are in a call.

    • Whispering
      • Select an agent who is in a voice or video call, and click Whisper to whisper to the agent. Click Cancel Whispering to cancel the whispering.
      • Select an agent who is in non-Talking state or in a multimedia chat, and click Whisper to pre-whisper to the agent. When the agent is in a voice or video call, the system automatically calls the inspector.

Parent topic: Monitoring Management