Monitor an Agent's Live Social Media Session

1. Click the Menu  button and then select Monitor Agents.
2. Select the agent’s parent agent group. This displays the group’s logged on agents.

3. Click the agent’s Social Media status button. This displays the name and subject of the message and a Listen button.

4. Click the Listen button to open the live conversation in another panel.

5. Click Close at the bottom of the conversation window to stop monitoring.

Note: click the Load previous session button to see earlier conversations with this contact.