We've made agents supervisors of some training teams in the past to allow
this out of the box.
Using a Quality Management add-on suite is probably going to be better for
both use cases though.
On Wed, Sep 15, 2021 at 5:46 PM Scott Voll wrote:
> What are others doing with new agents in UCCx. do you have a solution
> with new employees and training where the new user can listen in on more
> seasoned agents? and then a way for trainers to be able to listen in on
> the new agent and provide feedback / info? Silent monitoring / whisper?
>
> TIA
>
> Scott
>
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