Monitor a Call

Call monitoring lets a queue manager sit in on the live conversations agents are having with customers. You use it to keep quality high, coach agents while they work, and step in when a caller needs more help. This page explains the three monitoring modes and how to start one from the Queue Panel.

When to monitor a call

In a sales or support queue, listening to live calls helps you manage call quality, boost agent efficiency, improve agent performance, and shape your sales or marketing approach. Cloud Voice gives you three monitoring modes, each with a different level of involvement:

• Listen: Follow the live conversation between the agent and the caller without either of them hearing you. Use this to confirm quality standards are being met.
• Whisper: Speak privately to the agent during the call to guide or prompt them. The caller cannot hear what you say, so you can coach in real time.
• Barge In: Join the call as a third party so you can talk with the agent and the caller at the same time, offer immediate help, and keep the customer satisfied.

Tip

Pick the least intrusive mode that does the job. Choose Listen for a silent quality check, Whisper to coach an agent without the caller noticing, and Barge In only when you actually need to speak to the caller yourself.

Before you begin

Make sure both of the following are true:

• You are a manager of the queue whose calls you want to monitor.
• The system administrator has granted you the Call monitoring operations (Listen, Whisper, Barge In) permission.

Caution

Without the Call monitoring operations permission, the Listen, Whisper, and Barge In options will not appear when you right-click a call. If you do not see them, ask your system administrator to grant the permission before you continue.

Monitor an active call

1. In the Cloud Voice App (Web or Desktop), go to Call Center Console > Queue Panel.

2. On the Active Calls panel, move your pointer over the call you want to monitor.

   Note

   Only calls that are currently connected show up on the Active Calls panel. You cannot monitor a call that has already ended or has not been answered yet.

3. Right-click the call and choose a mode: Barge In, Listen, or Whisper.

   Cloud Voice then rings your extension (the desk phone or Cloud Voice App registered to your account).

   Caution

   In Barge In mode the caller can hear you, because you join the line as a third party. Listen and Whisper stay hidden from the caller. Confirm you picked the mode you intended before you start speaking.

   

4. Answer the call on your extension to start monitoring.