ABSTRACT
MONITORING CONSOLES Each supervisor's console will have capability to monitor agents calls in a silent mode. It is imperative that calls do not lower volume, generate clicking or any other noticeable disruption to the agent and calling party. Additionally, the sys tem shall have the capability of up to xxx CONSOLES capable of observing agent performance. These consoles but must have the capability of monitoring all operator positions, call supervisor console and otherwise be usable as a an agent instrument. Each supervisor console and other monitoring equipment must be capable of monitoring any agent assigned to any gate. Further, more that one monitoring position must be capable of observing the same agent/call concurrently.
