Provide Call Barging / Call Monitoring Option Within Teams
Due to COVID 19 we are sending many of our call center agents home to work from home.
I've been told that (1) We can't record calls through MS Teams and (2) that we can't live monitor calls within MS Teams. From a Quality Assurance perspective, If there is not an option to record calls for later assessment of a call through MS Teams, I would suggest that an option to listen or 'barge' into live calls being conducted through MS Teams be made available to customers.
Paul Beiler commented
Call monitoring is needed to aid in training new staff.
Teams isnt a contact centre, you'd be better off looking at something designed for this like Genesys Cloud.