Monitor a Call

Monitoring live calls lets you keep an ear on the conversations your team has with customers, so you can uphold quality standards and coach staff in real time. From the Operator Panel you can quietly listen in, speak privately to a group member, or step into the call directly.

An extension is the internal phone identity assigned to a user (their line on the phone system). You can only monitor the extensions that belong to a group you supervise.

When to use call monitoring

Reviewing active calls is a practical way to gauge call quality, sharpen efficiency, lift team performance, and shape your sales or marketing approach. The Operator Panel gives you three ways to sit in on a group member’s conversation:

• Listen: Silently follow the live call between a group member and a customer to confirm that your standards are being met. Neither party is aware you are on the line.
• Barge In: Join the call and talk to both the group member and the customer at once. Use this to jump in with immediate help and keep the customer satisfied.
• Whisper: Speak only to the group member during the call, offering guidance the customer cannot hear.

Tip

Pick the mode by how much you want to be heard: Listen to observe without being detected, Whisper to coach the agent privately, and Barge In to speak with everyone on the call.

Caution

Only Listen is silent. In Whisper the group member hears your voice, and in Barge In both the group member and the customer hear you. If you need to stay undetected, use Listen.

Before you begin

Monitoring the calls of your extension group members requires the Call monitoring operations (Listen, Whisper, Barge In) permission.

Note

This permission is controlled by your administrator. If the monitor options do not appear when you right-click a call, ask your administrator to grant it to your account.

Monitor an active call

1. In the Inbound & Internal Calls panel or the Outbound Calls panel, move your pointer over the active call you want to monitor.

2. Right-click the call and choose a monitor mode: Barge In, Listen, or Whisper. Cloud Voice then rings your own extension.

   

   Note

   Monitoring audio reaches you through a call to your own extension, not through the browser. Make sure your extension is registered and your phone or Cloud Voice App is ready to take the call before you start.

3. Answer the incoming call to begin monitoring.