Monitoring your team's calls allows you to guide your agents in real-time and ensure high-quality customer interactions. In this guide, you’ll learn how to listen to ongoing calls, intervene effectively, and manage your team's overall call activity.

Monitoring your Team's activity

1. Listen and Intervene in Real-Time

From your Activity page, you can easily view all active conversations at a glance. You will find the complete list of ongoing calls as well as clients who are currently on hold.

As a supervisor or manager, you have several options to monitor and assist your agents directly during live calls.

Click on the detective icon or select launch radio coach to start listening to the call in real-time.
Select the Talk option to join the call and speak with both participants.
Select the Whisper option if you only want your agent to hear you, allowing you to guide them discreetly.
Click the red icon if you need to completely end a call.

💡 Tip: Use the "Whisper" feature to provide immediate feedback or answers to your agent without the client ever knowing!

2. Use additional monitoring controls

You can optimize your monitoring session using simple navigation and audio controls.

Mute your side of the connection to quietly listen to the interaction.
Click to skip to the next active call manually.
Enable the Autoplay option to automatically move on to the next call without needing to click anything.

🎉 You now know how to monitor your team's activity and can seamlessly guide your agents to success!