Live Call Monitoring
Handle inbound calls3 min readUpdated 2026-03-12
Live Call Monitoring
Live call monitoring lets supervisors listen to calls as they happen and step in when needed. Use it to coach new agents, ensure quality standards, and resolve escalations in real time.
Plan Requirements
Live call monitoring is available on the Pro plan and above. Admins and users with the Supervisor role can access monitoring features. Standard agents cannot monitor other agents' calls.
How to Monitor a Live Call
- Go to Analytics > Live Calls in the left sidebar.
- You see a list of all calls currently in progress, including the agent name, caller number, call duration, and queue source.
- Click the headphone icon next to any active call to begin monitoring.
- You are connected in Listen mode by default. The agent and caller cannot hear you.
Monitoring Modes
| Mode | What Happens | When to Use It |
|---|---|---|
| Listen | You hear both the agent and the caller. Neither party knows you are on the line. | Routine quality checks and performance reviews. |
| Whisper | You speak to the agent only. The caller cannot hear you. | Real-time coaching during a difficult call without alerting the customer. |
| Barge | You join the call as a third participant. Both the agent and caller hear you. | Escalation handling or stepping in when an agent needs direct support. |
Switching Between Modes
While monitoring a call, use the control bar at the bottom of the screen:
- Click Whisper to switch from Listen to Whisper mode.
- Click Barge to join the conversation as a full participant.
- Click Listen to return to silent monitoring.
- Click End to disconnect from the call without affecting the agent-caller connection.
Use Cases for Training and Quality Assurance
- New agent onboarding — Monitor a new hire's first week of calls in Listen mode. Switch to Whisper if they hesitate or give incorrect information.
- Call quality audits — Randomly sample live calls throughout the day to ensure agents follow scripts and compliance requirements.
- Escalation support — When an agent flags a difficult caller, Barge into the call to help resolve the issue immediately rather than transferring.
- Side-by-side coaching — Pair a supervisor with an agent during a scheduled coaching session. The supervisor whispers guidance while the agent handles real calls.
Best Practices
- Notify agents that monitoring occurs — Even though monitoring is silent, most teams inform agents during onboarding that calls may be monitored. This builds trust and meets legal requirements in many jurisdictions.
- Use Listen mode first — Start in Listen mode to assess the situation before deciding whether to whisper or barge.
- Combine with call scoring — After monitoring a call, apply a quality score. See Call Scoring Analytics for details.
Troubleshooting
If you cannot hear audio when monitoring, check that your browser has microphone permissions enabled for JustCall and that your audio output device is set correctly in your system settings.
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