You can silently monitor a call in progress, without being detected by the caller. If required, you can then either explicitly intercept the call (so you can engage with the caller along with the agent), take over the call from the agent, or drop out of the call.
Company supervisors must have the Supervisor Call Control privilege to control an agent’s calls.
Click play to watch a video overview on listening in on or intercepting calls.
To control an agent’s call:
Procedure #
Step 1:
To control an agent’s call, do one of the following:
- On the home page, click View Supervisor Portal
- On the menu bar, click Data > Live Data.
Under Agents, you can see all agents that you monitor.
Step 2:
Click the appropriate agent.
More detailed information for the agent is displayed.
Step 3:
To listen in on the current call that the agent is handling, do one of the following (depending on which buttons are shown):
- To listen in, either click the Listen In button or the Listen Announced button.
Note: Only one of these buttons is shown, depending on how your user account has been configured by your company administrator.
When you join an agent’s call, the agent is shown a temporary notification banner stating: “You are being observed by: <supervisor’s name>” and an “eye” icon is displayed on the toolbar (next to their name). The banner closes after ten seconds (or when the agent closes it with the close button), or if you leave the call (within the ten seconds). The “eye” icon disappears when you leave the call.
- (If shown.) To listen in without notifying the agent that you are doing so, click the Listen Privately button.
Neither a notification banner nor an “eye” icon is displayed to the agent.
Step 4:
If required, do one of the following:
- To monitor the call, without being detected by the caller, although the agent can still hear you, click Coach
- To intercept the call, click Barge In.
- To take over the call, click Take Over.
- To drop out of the call, click Drop Out.
Parent topic: Calls management
Related reference
Agent: more detailed information