You can perform the following monitoring functions on agents from any Agent Group view:
Monitor SIP Voice interactions
Monitor an Agent who is handling a VoIP SIP session, to hear what the agent and contact are saying.
Whisper coach an agent during a VoIP SIP session, to help the agent without the contact hearing you.
Barge in on a VoIP SIP session, so that both the agent and the contact can hear you.
Monitor Instant Messaging interactions
Monitor an Agent who is handling an instant messaging session, to read what the agent and contact are typing.
Whisper coach an agent during an instant messaging session, to help the agent without the contact reading what you type.
Barge in on an instant messaging session, so that both the agent and the contact can read what you type.
Set the Monitoring Scope, so that you can either monitor the quality of an agent, or monitor the handling of a call as it is transferred to various agents and queues.