👀 Monitor a Call

Call monitoring is the process of monitoring conversations between employees and customers for improving communication and customer service. This topic describes how to monitor a call.

Scenario

Call monitoring is a way to manage call quality, increase efficiency, improve performance, and develop sales or marketing strategies.

You can monitor your group member's calls through the following modes:

• Call Listening: Listen to the call between the group member and customer to ensure that quality standards are met, without the group member being aware of the monitoring.
• Call Whispering: Talk to the group member without the customer hearing.
• Call Barging: Join the call to speak with both the group member and customer, provide immediate assistance, and improve customer satisfaction.

Prerequisites

To monitor other extension group members' calls, Call monitoring operations (Listen, Whisper, Barge In) permission is required.

Procedure

1. On the Inbound & Internal Calls panel or Outbound Calls panel, hover your mouse over an active call.
2. Right-click the call, and select a monitor mode: Barge In, Listen or Whisper.

3. Answer the call.