Monitoring Live Agent Calls

Updated: January 18, 2024

Live Phone Calls Page

Go to: Reports > Live Phone Calls

Live Phone Calls monitors all live inbound and outbound calls in real-time allowing managers to listen in on agent calls.

Reporting Tiles

The tiles display the call type and quantity of the call type being reported.

Calls Live. Displays the number of live calls in total.

Outbound Calls Live. Displays the number of live outbound calls.

Inbound Calls Live. Displays the number of live inbound calls.

Queue Calls Waiting. Displays the number of queue calls waiting to be answered.

Three Monitoring Types

When a live call is in session, the call is shown in the table below the tiles (see example below)



 

Click the Monitor icon to listening in. When monitoring is initiated, the manager is in "Spy" mode.

Spy. This mode allows the manager to listen in but remain muted.

Whisper. This mode allows the manager to speak and be heard only by the agent.

Barge In. This mode allows the manager to speak and be heard by both the agent and the contact on the call.

Stop Monitoring. This button ends the manager's live call monitoring

 

Show Filter Options

Click Show Filter Options to expand search options.

This section provides filter options to query certain calls. This is useful for heavy call volumes.

Call Type. This selects the type of call made:

• Outbound are calls made outbound manually or by a preview campaign.
• Inbound are calls made inbound.
• Async Outbound are calls made through a campaign.
• External Forward are calls transferred to an outside number.
• Record by Phone are calls made into the system to record an audio recording.
• Call Back Queue are client-requested call backs.
• Web Call Back are phone numbers posted to an API/WebCallRequest and route them to a specific destination. For example, a click-to-call function on a website or mobile app would fall under this call type.

User. This option selects a specific user.

Team. This options selects a specific team.

Queue. This option selects a specific queue.

Destination Phone Number. This features searches for calls made to a specific phone number or extension.

Call Length Seconds. This feature searches a custom range of seconds billed.

Duration Range (seconds). This feature searches based on a range of seconds on a call.

Campaign. This option selects a specific campaign.

Inbound Route. This option searches contacts that made an inbound call to a specific DID.

Source Phone Number. This feature searches for calls made from specific source phone number (mainly used with inbound calls).

Click Filter Results to run the query.

Auto Refresh

The auto refresh drop down menu provides increment values (in seconds) to refresh this page. The default is 15 seconds.

Live Agent Report Page

Go to: Reports > Live Agent Report

The Live Agent Report monitors all live inbound and outbound calls in real-time allowing managers to listen in on agent calls. 

Reporting Tiles

This page displays live phone call reporting tiles with additional tiles and columns for a more comprehensive report.

Go to the "controls" column and click Monitor User. 



A monitoring pop-up will display with "Spy," "Whisper," "Barge," and "Leave Call" options. When monitoring is initiated, the manager can leave the Live Agent Report page and freely move about the platform while continuing to monitor the call.

Note: A USB wired headset is required to properly use certain monitoring features such as Barge (and in some cases overall monitoring audio). Using a non-wired or unsupported audio device (e.g., Bluetooth) may impact functionality or cause inconsistent behavior.

Caution! If the manager is also an agent, avoid going to the agent dashboard, this closes and ends monitoring.

To terminate live agent monitoring, click Leave Call. 



Live agent monitoring is a great tool for doing quality control, use of educational purposes for new and existing agents, as well as aiding in sales calls where agents could use some help.