When creating a user with CXM, the user will have the option to also toggle on the “Silent Monitoring” feature in the User profile. This features allows the users to listen in on live calls in the dashboard.

 

1.  Go to the User Profile and scroll down on the user profile to “Licenses”:

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2. Turn on the “Silent Monitoring” button:

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3. Click the “Save” button at the bottom of the page:

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4. Go to the “Dashboard” and log in at https://portal-bnd1.total.care/ :

 

5.The user can now listen to a call by clicking on the “eyeball” icon next to the user who receives a call:

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(Note:   User can only listen in when the triage nurse is on a call. The eye icon will turn from light blue to dark blue while on a call).  *Only Enterprise users have this feature.