Typically, an agent controls their status in queue(s), chat(s), and/or campaign(s) from their agent dashboard. However, you can manage agent statuses and take other actions, such as monitoring a call or chat, on a per agent basis directly from your supervisor dashboard. This feature may not be available with your plan.
If you want to monitor a call or chat, the
call monitoring permission must be enabled in the user's settings. You can adjust the
call monitoring scope setting to determine if the user can only monitor calls for all users or specific users.
Note: You will only be able to manage agents, listen to active calls, or watch active conversations of agent's assigned to the queue(s) you are a supervisor over.
What to do next: If your contact center admin has
limited user's access to unassigned queues, make sure to log the user(s) out of any unassigned queues that you no longer want them in. If you want a user to be assigned to a queue, have your admin first assign them the agent role.