Monitoring Calls

This article is about the new version of Lead Center. For information about our original Lead Center offering, check out these support articles

Call monitoring allows agents and administrators to listen in on conversations between other agents and customers. 

• Silent call monitoring allows you to listen to an active call without alerting the other people on the line — neither the agent nor the customer will know you are there.

• Whisper monitoring allows you to enter an active call and talk to the agent only — the customer will not be able to hear you. People frequently use this option for coaching or training agents.

• Barge monitoring allows you to join an active call — both the customer and the agent will know you are on the call and will be able to hear you speak. 

• All administrators have the ability to monitor any call.

How to Use Silent Call Monitoring

Neither the agent nor customer will be able to hear you, and will not know you are listening.

  1. Click on any active call in the inbox.

    active_call.png

  2. Click on the Call Monitoring icon in the top left of the interaction panel.

    callmonitor.png

  3. You will be able to hear the conversation, but the neither the agent nor the customer will know you are listening or be able to hear you. To stop monitoring, click the Call Monitoring button a second time.

How to Use Whisper Monitoring

Whisper monitoring allows you to talk to an agent on an active call. The customer will not know you are on the call or be able to hear you.

  1. Click on any active call in the inbox.

  2. Click on the Call Monitoring button in the top left of the interaction panel.

    step_1.png

  3. To speak to the agent, click the Talk to Agent button in the bottom of the interaction panel. The agent will see a message letting them know that you have joined the call. They will be able to hear you while the customer will not.

    talk_to_agent.png

  4. Click Return to silent monitoring when you are done talking to the agent, if you would like to continue listening to the call on mute. Or, click the Monitor call icon again to leave the call.

How to Use Barge Monitoring

Barge monitoring allows you to join an active call if you would like to take over from another agent. Both the agent and the customer will know you are on the call and will be able to hear you.

  1. Click on any active call in the inbox.

  2. Click on the Call Monitoring button in the top left of the interaction panel.

    step_1.png

  3. Click the Join the call button in the bottom of the interaction panel. The agent will see a message letting them know that you have joined the call. Both the agent and the customer will be able to hear you.

    Join_Call.png

  4. Click Return to silent monitoring when you are done talking to the agent, if you would like to continue listening to the call on mute. Or, click the Monitor call icon again to leave the call.

How to Give Agents Call Monitoring Permission

  1. Click the Account icon in the navigation bar at the top left of your screen, then click Users in the My Account panel.

  2. Find the user whose settings you would like to adjust and click the pencil icon to edit user on the right side of the row.

  3. Scroll to the bottom of the page, to the section called Agent Permissions.

    Screen_Shot_2020-06-22_at_1.11.14_PM.png

  4. Check the box next to "Give agent ability to monitor any call using softphone." Click Save User.