ChanSpy
XCALLY section | Voice → ChanSpy |
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Overview
ChanSpy is a feature that allows administrator and supervisors to listen to agent calls, whisper to the agent without the customer hearing, or barge into the conversation when necessary.
You can access the ChanSpy section from the Voice menu in the main navigation panel. Some ChanSpy options are available by default.
This page describes the Chanspy configuration on the New Client Experience, available from version 3.48.0. We recommend using the New Experience web interface to take full advantage of the latest features.
In the section, you can easily search, filter, and sort to quickly find and manage the desired chanspy.
From the Search function you can find a ChanSpy.
Clicking the three dots button (⋮) next to the ChanSpy of interest, you can:
Edit the ChanSpy
Delete the ChanSpy
Create a ChanSpy
To allow a supervisor to monitor or intervene in an agent's call, you need to create and configure a ChanSpy function.
From the Voice Menu, select ChanSpy.
To create a new ChanSpy, click on the Add button
Enter the ChanSpy Configuration Fields
Name: Enter a name for the ChanSpy configuration
Prefix: Choose a prefix. The prefix will be used in the Phonebar/softphone dial field, before the agent's internal extension.
Options: Choose the ChanSpy mode from the available options
Auth: Enable a Authorization Code (Password) to be asked to the supervisor any time a ChanSpy session is initiated
Record: Enable the recording of the ChanSpy and select the recording format (.wav, .gsm, .wav49)
Description (optional)
Chanspy options
Enable ChanSpy for Agents
To enable the ChanSpy on desired Agents you need to follow this procedure:
Go to the Staff menu and open the Agents section
Edit the profile of the agent you want to configure
Navigate to the Voice tab
Enable the ChanSpy option
🔁 Repeat this configuration for each agent you want to monitor using the ChanSpy feature.
It is not possible to view a complete list of all agents enabled for the ChanSpy function. In fact this option can be enabled individually by accessing the Voice tab within each agent's settings.
How to use ChanSpy