Monitor agents

Monitoring agent interactions in real-time allows you to listen to the audio of a live call, barge into a call and speak directly to a customer, and whisper to the agent while they are on a call. As a supervisor, it allows you to ensure that your agents are properly supporting your customers, while remotely monitoring your agent’s performance. When you choose to listen to an agent’s live voice call, your extension will ring allowing you to start monitoring the interaction.

Note: When you barge into a call, the option to whisper to an agent is disabled.

Select one of the options below to start monitoring agent interactions with customers.