You can only access the Call Monitoring features that your admin has granted you permission to use. For set up instructions, please see the Call Monitoring Admin Guide.

Call Monitoring Modes

• Listen: Hear the call between the agent and the customer.

• Whisper: Speak privately to the agent on the call without the customer hearing you.

• Barge: Join the call and speak with both the agent and the customer.

Entering Call Monitoring Mode

To enter Call Monitoring mode, navigate to the ticket with the live call you would like to monitor. In the reply box, you should see the Listen, Whisper, and Barge buttons.

Exiting Call Monitoring Mode

To leave a Call Monitoring mode, click Leave Call. To move to a different Call Monitoring mode, click one of the other Call Monitoring buttons.