Call Monitoring overview
Call Monitoring is an empowering tool that helps supervisors train and manage sales and customer service staff in real time. This add-on feature allows authorised users to listen in on and “monitor” calls, “whisper” to the agent being monitored and also “barge” into the call to help facilitate a discussion.
How Call Monitoring works
Supervisors can monitor any extension on the account they select easily and even access the feature remotely from their smartphone or laptop using the Mobile App, Web App or Desktop App. Once an extension has been selected and monitoring begins, switching between “monitor,” “whisper,” and “barge” modes can be done with a simple keystroke.