##### Agent Management Tasks > Monitoring Agents > SIP Monitoring

# Monitoring Settings

If your company uses a Session Initiation Protocol (SIP) Server that handles voice or instant messaging interactions, you can monitor your agents.

Note: For information on configuring SIP, refer to the Framework 7.6 SIP Server Deployment Guide.

You control the monitoring scope and monitoring type of your monitoring session using the SIP Monitoring Settings dialog box. You can choose to monitor Agents or Calls, and you can choose to monitor the next interaction or all interactions until you cancel monitoring.

Note: You can monitor both SIP and Chat simultaneously; however, you must initiate SIP Monitoring and Chat Monitoring independently.

Monitoring can be configured to stay with either the agent or the interaction. In the first case, monitoring does not follow the call or conference if the contact is transferred to a different agent or to a queue. The monitoring session returns to pending mode until the agent accepts a new interaction. You can then continue to monitor the agent. In the second case, the monitoring session follows the contact to the agent who accepts the transfer; in this way, you can track the whole experience of the customer. For further information see Monitoring Scope.

## SIP Monitoring Settings

Use the SIP Monitoring Settings dialog box to specify which SIP media to monitor, set the monitoring scope, and monitoring type. To display the SIP Monitoring Settings dialog box ensure that you are logged in to a SIP voice channel, then:

1. Display the appropriate Agent Group on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Select the appropriate Agent on the list pane.

   Note: You must select an Agent that is already logged in.

3. Click the list pane Actions button and select Selected > Monitor > SIP Monitoring Settings. You can also click the details pane Actions button and select Agent > Monitor > SIP Monitoring Settings.

4. Choose the Media that you wish to monitor for the selected agent.

Note: The configuration of your system will determine what Media are shown in this dialog box.

5. Specify the following settings:

- Monitoring Scope

- Monitoring Type

6. Click OK to activate your selections. Click Cancel to leave the Monitoring Settings unchanged.

### Monitoring Scope

There are two options that enable you to determine the scope of your interaction monitoring. You can choose to monitor the quality of an individual agent, or you can choose to monitor the quality of a given interaction.

Use the SIP Monitoring Settings dialog box to specify the SIP monitoring scope. To display the SIP Monitoring Settings dialog box ensure that you are logged in to a SIP voice channel, then:

1. Display the appropriate Agent Group on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

2. Select the appropriate Agent on the list pane.

   Note: You must select an Agent that is already logged in.

3. Click the list pane Actions button and select Selected > Monitor > SIP Monitoring Settings. You can also click the details pane Actions button and select Agent > Monitor > SIP Monitoring Settings.

4. Choose either Agent or Call.

These modes are mutually exclusive. The default mode is Set Monitoring Scope: Call.

Note: A change to the Monitoring scope is applied to your next monitoring session.

5. Click OK to activate your selections. Click Cancel to leave the Monitoring Settings unchanged.

The following two subsections describe the differences between the Agent monitoring scope and the Call monitoring scope.

#### Set Monitoring Scope: Agent

The primary goal of monitoring is the agent. There are many reasons why you might want to monitor an agent; for example, you may have a concern about the quality of the work of a particular agent; you may want to whisper coach a new agent who is still learning to support a new product or service; or you may want to assist an agent who is dealing with a difficult customer.

When the agent receives a call, your monitoring session will begin. When the monitored agent is dropped off from the call, your monitoring of the call ends.

#### Scenario

1. You start to monitor Agent A.

2. Agent A receives and accepts a call.

3. You receive and accept a monitoring call.

4. During the call, Agent A transfers the call to Agent B; therefore the call is ended for Agent A.

5. Your monitoring call will be ended automatically.

Steps 2–5 will repeat until you are no longer monitoring Agent A.

#### Set Monitoring Scope: Call

The primary goal of monitoring is the call. The Call monitoring scope enables you to track the customer experience. You will monitor a call until call is processed in the call center. It does not matter if the monitored agent leaves the call by transferring it to another agent or queue.

#### Scenario

1. You start to monitor Agent A.

2. Agent A receives and accepts a call.

3. You receive and accept a monitoring call.

4. Agent A transfers the call to Agent B; therefore the call is ended for Agent A.

5. You will now monitor the call between Agent B and the contact.

6. Agent B ends the call.

7. Your monitoring call will be ended automatically.

Steps 2–7 will repeat until you are no longer monitoring Agent A.

### Monitoring Type

1. Open the SIP Monitoring Settings dialog box, in the Monitoring Type section, choose which monitoring type to use:

- One Call—Monitor the next SIP interaction of the selected agent then cancel monitoring.

- All Calls—Monitor the next SIP interaction of the selected agent and all subsequent SIP interactions until SIP monitoring is cancelled.

Note: Whatever you specify for the selected agent will be applied to all other agents that you are monitoring.

2. Click OK to set the monitoring type; click Cancel to leave the monitoring type unchanged.