V3 ChanSpy
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
- Andrea Bianco
What’s about
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.
Add a new 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.
Some ChanSpy options are available by default:
To create a new ChanSpy, click 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 Motion Phonebar 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)
Chanspy options
Enable ChanSpy for Agents
To enable the ChanSpy for a specific Agent:
Go to the Staff menu and open the Agents section
Edit the profile of the agent you want to configure
Navigate to the Voice Settings tab
Enable the ChanSpy option
🔁 Repeat this configuration for each agent you want to monitor using the ChanSpy feature.
How to use ChanSpy
ChanSpy section on New Experience
FROM VERSION 3.48.0
If the XCALLY New Client Experience is enabled, you will have access to an improved visualization interface that displays the list of all created ChanSpy configurations.
Click the three dots next to a ChanSpy entry to edit or delete it.
From the below menu, you can:
Search for a specific ChanSpy
Clear all filters
Manage columns, by selecting or deselecting them
Click the Reset Table button to restore the default table layout with original columns
Additionally, you can:
Click the arrow icons in the column headers to sort data in ascending or descending order
Use Advanced Search for each field to filter data with precision
Below the Advanced Search options:
Field | Available Conditions | Value Type |
|---|---|---|
ID | equals / not equals / less than / less than or equal to / greater than / greater than or equal to / between | Numeric |
Name | equals / not equals / contains / does not contain / starts with / ends with | Text |
Prefix | equals / not equals / contains / does not contain / starts with / ends with | Text |
Description | equals / not equals / contains / does not contain / starts with / ends with | Text |
Created At | Select a date range from the calendar | Date |
Updated At | Select a date range from the calendar | Date |
To create a new ChanSpy configuration, click on th Add button and enter the following information:
Name: Enter a name for the ChanSpy configuration
Prefix: Choose a prefix. The prefix will be used in the Motion Phonebar dial field, before the agent's internal extension
Options: Choose the ChanSpy mode:
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