Ringover allows you to monitor calls from your call center and have a real-time view of call analytics. You can see which agents are active, listen to them in real time with the Double listening feature, or intervene directly with the whisper feature to provide support without the customer knowing.
Here’s how you can join an ongoing call and use these features:
Step 1: Join a call in progress
There are two ways to join a call in progress:
From your Dashboard
- 💻 Go to your Ringover Dashboard> Activity
On the "Activity" page:
- Find the call in progress you want to monitor
- Hover over the call in progress
- Click on the "Double listening" button that appears on the right of the conversation
From a shared link
-
If you’ve been sent a direct link to join the call, simply click on it 🔗
- 💡 The link will have this format: https://ringover.me/share-xxxxxxxxxx
Step 2: Intervene in the conversation
Once you’ve joined the call, you can intervene in two ways:
Talk to all participants
If you want to speak with all participants of the call (customer and agent):
- Click on the "Talk" 📣 button
💡 This allows you to communicate directly with all parties involved in the conversation
Whisper (discreet intervention)
If you prefer to intervene only with the agent (without the customer hearing):
- Click on the "Whisper" button
💡 This allows you to give instructions or assist the agent without the customer knowing, ideal for providing real-time support
Step 3: End the intervention
Once you’ve finished intervening, you can leave the call at any time.
From your Dashboard
- Click on the "Leave call" button or close the Radio Coach tab
From a shared link
- Click on the "Finish" button or close your browser tab
Now you’re ready to start joining calls in progress! 🎉