Changing settings for monitoring engagements
By default, a Zoom Contact Center user must have the appropriate role permissions and be a queue supervisor to listen, whisper, or barge into active engagement features. Admins can can enable or disable banners that notify agents when a supervisor begins listening or whispering during the engagement. Agents are always notified when you barge into an engagement.
Requirements for changing settings for monitoring engagements
- Pro, Business, or Education account
- Account owner or admin privileges; or relevant role/privilege
- Zoom Contact Center license
How to change settings for monitoring engagements
- Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
- In the navigation menu, click Contact Center Management then Preferences.
- Click Agent Status and Experience.
- In the Agent Notification – Supervisor Monitoring section, change these settings:
- Listening: Enable to display a banner that notifies the agent when a supervisor begins listening to the engagement.
- Whispering: Enable to display a banner that notifies the agent when a supervisor begins listening to the engagement.