Agent Call Monitoring
Agent Call Monitoring
Call monitoring lets supervisors join live calls in real time — perfect for coaching new agents, ensuring quality standards, and meeting compliance requirements. This feature requires the Pro plan or above.
Monitoring modes
Listen
Silently listen to a live call. Neither the agent nor the caller knows you are on the line. Use this for routine quality checks and evaluating agent performance without influencing the conversation.
Whisper
Speak directly to the agent without the caller hearing you. The agent hears your coaching in their earpiece while continuing the conversation. Use this to guide agents through tricky situations in real time.
Barge
Join the call as a full participant. Both the agent and the caller can hear you. Use this when a call needs immediate supervisor intervention — escalations, compliance issues, or high-value deals.
Start monitoring a call
- Open Dashboard → Live Calls.
- Find the active call you want to monitor.
- Click the headphone icon next to the call.
- Select Listen, Whisper, or Barge.
You can switch between modes during the same call without disconnecting.
Set up monitoring permissions
Only users with the right permissions can monitor calls. To grant access:
- Go to Settings → Roles & Permissions.
- Open the role you want to edit (or create a custom role).
- Under Call Monitoring, enable the modes you want to allow — Listen, Whisper, and/or Barge.
- Click Save.
Agents cannot monitor other agents by default. Only Owners, Admins, and custom roles with explicit monitoring permissions can access these features.
Use monitoring for training
- Pair new agents with a supervisor during their first week. The supervisor listens in and whispers guidance as needed.
- Schedule weekly monitoring sessions for ongoing coaching. Review specific calls afterward using recordings.
- Combine monitoring with call scoring to create a structured QA program.
Use monitoring for compliance
- Monitor calls in regulated industries (finance, healthcare) to confirm agents follow required scripts and disclosures.
- Barge into a call immediately if an agent inadvertently shares incorrect information.
- Monitoring events are logged in the agent activity log for audit purposes.