I saw a discussion on monitoring and thought I would post a script that we used to simplify monitoring by multiple supervisors. Basically they would dial into this program and enter a bunch of agent IDs and then sit back and listen to hold music in between the agents' calls. It could just as easily monitor skills as opposed to agents by modifying a couple things.
I'm sorry up front for breaking the left to right, top to bottom design standard. This script is mostly driven by signaling so I just tied that directly into the main code. I stripped out all of my company's specific info and tried to spread everything out so that it is easier to read the arrows and branches.
Lately, we have been recording a good number of our calls and so we don't really use this any longer but I thought it might help someone.
I'm attaching the Monitor script, an inbound queue script to show the signaling required on that side and a doc with some useful info.
