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Enabling live monitoring

Live monitoring lets supervisors listen to a conversation while it is still in progress, directly in the browser. This page covers what an administrator must set up; the listening experience itself is described in Live monitoring in the User Guide.

Prerequisites

Live monitoring works only for conversations that are being actively recorded by the MiaRec recorder, and only while they are in progress.

Managed by your service provider

The server-side infrastructure for live monitoring — the live monitoring servers and their connection to the recorders — is provisioned and maintained by your service provider. If your subscription includes live monitoring but the setup below does not make it work, contact your provider.

Set up live monitoring

  1. License the monitored users. Each user whose conversations may be monitored needs the live monitoring license: edit the user under Administration › User Management › Users and select the Live monitoring license checkbox in the Licensing section. A conversation can be monitored only if at least one of its participants holds this license. Licenses are assigned per user; use Bulk Edit on the Users list to license many users at once. See Users.
  2. Permit the listeners. The supervisor's role needs the Live monitor permission on the Conversations - Other users' row of the permission grid (Administration › User Management › Roles). Combined with the role's access scope, this decides whose conversations the supervisor can listen to — for example, a role with the Selected Groups scope can monitor only its groups' members. See Roles and permissions.

Expected result

Supervisors with the permission see in-progress conversations under Conversations › Active Conversations and can start listening from there. Live monitoring actions are recorded in the audit trail.