Hi,
I’m going to make several assumptions here: your using MiVB, and Softphones.
With that said, Silent Monitoring is a CoS, you just have to make sure that the supervisors have the Feature enabled in their CoS, and that the recipients have the being monitored feature enabled as well. Onces that configured on each class of service and everyone has the correct one assigned, the supervisor can dial a feature code (you’ll have to check on your system) + the desired extension to monitor and they will be able to listen to the active conversation. Furthermore, they can enter the feature code and a ACD Path number and they can listen to the next call that enters the queue, regardless of the agent where it lands on.
So what you’ll need?
You’ll need to check how your agents and supervisors COS is configured
Check your system feature codes.
Doing this should bypass the need to plug in to the agents desk.
And while your at it, you may want to check ACD Help, which enables the ability to coach and barge into calls, pretty cool stuff. Works eight he same CoS, just different ways of getting to it.
If your using physical phones you can even make CDE Speed Dial softkeys with the feature code.