##### Agent Management Tasks > Monitoring Agents

# Monitoring Agents Overview

You can perform the following agent monitoring functions on agents from any Agent Group view:

- Monitor Chat interactions:

- Monitor one or more Agents who are handling chat interactions, to read what each agent and contact are writing.

- Monitor SIP interactions:

- 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.

- Simultaneously monitor multiple channels.

## Available Actions

During a monitoring session, different actions are available that you can perform. If you hover your mouse pointer over the SIP Monitoring Session icon (
), located on the right-side of the Quick Dashboard, the Monitoring Tooltip Table is displayed. In the Available Actions column, icons are displayed that enable you to perform actions on the monitoring session. The icons that are displayed depend on the monitoring session type and on the configuration of your system.

- —Cancel Monitoring

- —Chat Barge-in

- —Chat Coaching

- —Chat Silent Monitoring

- —IM Barge-in

- —IM Coaching

- —IM Silent Monitoring

- —Voice Barge-in

- —Voice Coaching

- —Voice Silent Monitoring