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

# Instant Messaging Monitoring

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

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

You cannot request a SIP monitoring session if you are logged out from Voice, but are logged in to Genesys Desktop.

To set up a monitoring session you must select an agent from one of your Group views, then submit a monitoring request.

Genesys Desktop supports three monitoring requests:

- Silent Monitoring

- Whisper Coaching

- barge-in

To monitor an interaction:

1. Select your request from the Actions > Selected > Monitor menu.

When the agent you are monitoring accepts an invitation to an Instant Messaging monitoring session, a monitoring icon appears in your batch navigation pane.

2. Click the icon to begin monitoring the interaction. Refer to the monitoring request sections below for details on initiating and completing monitoring sessions:

- Silent Monitoring Request

- Whisper Coaching Request

- Barge In Request

- Resetting a SIP Monitoring Session

- Canceling a SIP Monitoring Request

- Barging into a Silent Monitoring Session

- Switching to Silent Monitoring from barge-in

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.

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

### SIP Monitoring Settings and Monitoring Scope

Use the SIP Monitoring Settings dialog box to specify which SIP media to monitor, set the monitoring scope, and monitoring type.

Two options enable you to determine the scope of your interaction monitoring. You can choose to monitor:

- The quality of an individual agent.

- The quality of a given interaction.

### Silent Monitoring

Silent monitoring means that you can read an instant messaging interaction between an agent and a contact without the agent or contact being aware that you are monitoring the session.

You can switch to Barge In during a Silent Monitoring session.

Silent monitoring can be configured to stay with either the agent or the interaction.

- If silent monitoring is configured to stay with the agent, it does not follow the call or conference when the contact is transferred to a different agent or queue. The monitoring session returns to pending mode until the agent accepts a new interaction. You can then continue to monitor the agent.

- If silent monitoring is configured to stay with the interaction, it follows the contact to the agent who accepts the transfer—allowing you to track the customer's entire experience.

For further information see Monitoring Settings.

### Whisper Coaching

Whisper coaching means that you type to an agent who is interacting with a contact without the contact being aware that you are trying to, or reading from, the agent.

Whisper coaching can be configured to stay with either the agent or the interaction.

- If whisper coaching is configured to stay with the agent, it does not follow the call or conference when the contact is transferred to a different agent or queue. The monitoring session returns to pending mode until the agent accepts a new interaction. You can then continue to monitor the agent.

- If whisper coaching is configured to stay with the interaction, it follows the contact to the agent who accepts the transfer—allowing you to track the customer's entire experience.

For further information see Monitoring Settings.

### Barge In

Barge In (sometimes called barging, barge-in, or Joining the call) means that you can join the interaction between an agent and a contact. Both parties will see/read what you type.

Whether the interaction becomes a three-way, split-screen conference or you take over the interaction from the agent—depends upon how your company's system is configured.

You can switch back to Silent Monitoring after you have switched to barge-in during a Silent Monitoring session.

barge-in can be configured to stay with either the agent or the interaction.

- If barge-in is configured to stay with the agent, it does not follow the call or conference when the contact is transferred to a different agent or queue. The monitoring session returns to pending mode until the agent accepts a new interaction. You can then continue to monitor the agent.

- If barge-in is configured to stay with the interaction, it follows the contact to the agent who accepts the transfer—allowing you to track the customer's entire experience.

For further information see Monitoring Settings.

## Submitting a SIP Silent Monitoring Request

To silently monitor a SIP instant messaging session:

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.

   You must select an Agent who is already logged in.

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

The Monitoring Session icon (
) indicates that a request is pending. The Monitoring Session icon is located on the right side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

You can apply actions to the monitoring session by using the Available Actions icons that are displayed in the Monitoring Tooltip Table that is displayed when you hover your mouse pointer over the Monitoring Session icon.

After the Agent logs off, the monitoring session is not canceled. The Agent Media Status for that Agent is displayed in the Monitoring Tooltip Table on the Monitoring Session icon. After you log off, the monitoring session is automatically canceled.

4. Click the monitoring icon in the Available Actions column to open the interaction and initiate your monitoring session.

You can read the text that the agent and the contact enter, but you cannot submit text to the session. However, you can choose to barge in to the interaction.

After the Agent accepts a new call, the Monitoring Session icon indicates that a request is active.

5. Click End when you are finished monitoring an interaction.

6. Click Mark Done to close the interaction. When the agent ends the session, your session ends also.

## Submitting a SIP Whisper Coach Request

To whisper coach an agent during a SIP instant messaging session:

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.

   You must select an Agent who is already logged in.

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

The Monitoring Session icon (
) indicates that a request is pending. The Monitoring Session icon is located on the right side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

You can apply actions to the monitoring session by using the Available Actions icons that are displayed in the Monitoring Tooltip Table that is displayed when you hover your mouse pointer over the Monitoring Session icon.

After the Agent logs off, the monitoring session is not canceled. The Agent Media Status for that Agent is displayed in the Monitoring Tooltip Table on the Monitoring Session icon. After you log off, the monitoring session is automatically canceled.

4. Click the monitoring icon in the Available Actions column to open the interaction and initiate your monitoring session.

After the Agent accepts a new call, the Monitoring Session icon will indicate that a request is active.

5. To coach the agent without the contact reading your messages, enter text in the interaction text field and click Send.

6. Click End when you are finished monitoring an interaction.

7. Click Mark Done to close the interaction. When the agent ends the session, your session ends also.

## Submitting a SIP Monitoring barge-in Request

To barge-in on a SIP instant messaging session:

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.

   You must select an Agent who is already logged in.

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

The Monitoring Session icon (
) indicates that a request is pending. The Monitoring Session icon is located on the right side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

You can apply actions to the monitoring session by using the Available Actions icons that are displayed in the Monitoring Tooltip Table that is displayed when you hover your mouse pointer over the Monitoring Session icon.

After the Agent logs off, the monitoring session is not canceled. The Agent Media Status for that Agent is displayed in the Monitoring Tooltip Table on the Monitoring Session icon. After you log off, the monitoring session is automatically canceled.

4. Click the monitoring icon in the Available Actions column to open the interaction and initiate your monitoring session.

After the Agent accepts a new call, the Monitoring Session icon will indicate that a request is active.

5. Click End when you are finished monitoring an interaction.

6. Click Mark Done to close the interaction. When the agent ends the session, your session ends also.

## Resetting a SIP Monitoring Session

If a user re-opens Agent Desktop while a SIP monitoring session is running, but the session is still pending in the SIP Server, the monitoring icon in the Quick Dashboard will not be displayed. Instead, when you try to start a new SIP monitoring session, the session will fail to start, and the message Failed to initiate SIP monitoring will be displayed.

To reset the current monitoring session in the SIP Server without restarting it:

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

If you use this command when no monitoring session is running on the SIP Server, the message Failed to reset SIP monitoring session will be displayed: .

## Canceling a SIP Monitoring (Whisper Coach, Silent Monitoring, or barge-in) Request

To cancel a SIP monitoring request:

1. Hover your mouse pointer over the Monitoring Session icon (
   ) which is located on the right-side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

2. In the table that is displayed, select Cancel SIP Monitoring Session from the Available Actions column.

Each supervisor can have no more than one pending SIP monitoring request at any given time; it is not possible to submit a monitoring request while another monitoring request is pending.

## Barging into a Silent Monitoring Session

To barge-in to a call that you are silently monitoring:

1. Hover your mouse pointer over the Monitoring Session icon (
   ) which is located on the right-side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

2. In the table that is displayed, select barge-in Monitoring Session from the Available Actions column.

The Switch to barge-in dialog box is displayed.

The current interaction will be selected automatically if you have a single DN on one place rather than multiple DNs on one place.

3. Select an interaction that you want to barge-into from the drop-down list.

4. Click OK.

You are switched to barge-in mode.

You can switch to barge-in mode for only one call at a time. Before you can switch the mode of another call, you must return to Silent Monitoring on the previous call.

To return to silent monitoring session:

1. Hover your mouse pointer over the Monitoring Session icon (
   ) which is located on the right-side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

2. In the table that is displayed, select Switch to Silent Monitoring from the Available Actions column.

You are switched to a Silent Monitoring session.

## Switching to Silent Monitoring from barge-in

To switch to a Silent Monitoring session while in barge-in mode:

1. Hover your mouse pointer over the Monitoring Session icon (
   ), which is located on the right-side of the Quick Dashboard. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

2. In the table that is displayed, select Barge In Monitoring Session from the Available Actions column.

The Switch to Silent Monitoring dialog box is displayed.

3. Select from the drop-down list an interaction that you want to switch to Silent Monitoring mode.

4. Click OK.

You are switched to a Silent Monitoring session.

You can switch to Silent Monitoring mode for only one call at a time. Before you can switch mode of another call, you must return to barge-in on the previous one.

To return to Barge In mode:

1. Hover your mouse pointer over the Monitoring Session icon (
   ), which is located on the right-side of the Quick Dashboard. For further information about the SIP Monitoring Session icon, see Quick Dashboard Icons.

2. In the table that is displayed, select Switch to Barge In Monitoring Session from the Available Actions column.