Troubleshooting Monitoring Issues with Specific Admins and Agents
Monitoring call sessions as an admin is an essential function within the EnrollHere platform. However, you may occasionally encounter issues where monitoring fails for a specific admin-agent combination or you cannot hear a specific agent during monitoring. Below are the recommended steps to troubleshoot and resolve such issues.
General Troubleshooting Steps
If Monitoring Fails Between a Specific Admin and a Specific Agent
Restart Both Devices: Restart the computers of both the admin and the agent. A minor system interruption on either side can affect the monitoring connection.
Check and Restart Routers: If either user is working remotely, restart their internet routers as well. This can resolve connectivity issues that might be impacting audio monitoring.
If You Cannot Hear a Specific Agent While Monitoring
Refresh the Agent’s Connection to the Dialer: - Ask the agent to close all open web browsers. - Once their current call ends, have them restart their computer. - The agent should log back in to refresh their connection to the dialer.
After these steps, you should be able to monitor and coach the agent normally.
Additional Notes
Always ensure that software updates for the EnrollHere platform, web browsers, and operating systems are installed promptly, as outdated software may contribute to connectivity issues.
If these steps do not resolve the issue, consider reaching out to EnrollHere support for further assistance.
By following these instructions, you can address most monitoring-related issues effectively and ensure smooth communication within your team.