Call Monitoring allows agents to listen in on other agent's calls, speak privately (or "whisper") to agents on calls, and barge into active calls. This feature is designed to enhance call quality, provide real-time support, and improve agent training.

Configure Call Monitoring Permissions

To give agents permission to use the Call Monitoring features, follow these steps:

1. Navigate to Admin > Agents > Agent Profiles or > Permission Groups.

2. Click the Permissions tab.

3. Go to the Voice tab and configure the Call Monitoring permissions.

Configure Whisper Alerts for Agents

Agents with the required permission can "whisper," or speak privately, to agents on calls without the customer hearing. To determine whether or not agents are alerted when another agent enters Whisper mode on their call, follow these steps:

1. Navigate to Admin > Channels > Voice > Settings.

2. Toggle on or off "Alert agent when a supervisor enters Whisper mode."

Using Call Monitoring Features

To learn how to use the Call Monitoring features, see the Agent Call Monitoring Guide.