Whisper/Barge allows our users to monitor their team’s call in realtime in silence, or offer guidance to their team members either by discreetly whispering advice or by joining the call directly when the situation requires a more active intervention.

Getting Started with Call Monitoring

Call monitoring as a feature is automatically available to any team members with the following team roles:

• Owner   

• Manager  

• Admin   

• Coach

When a user with one of these roles goes to the Team Monitoring page, they will now see a new “monitor” button and status on their Team Members table. The status will show if users are offline, online or actively dialing.

Joining a Call

When I click on the “Monitor” button, I will see a new version of the mini-dialer show that will let me know what my monitoring status is, “Listening”, “Whispering” or “Barging” and a drop down of all available team members that I can monitor.  When I click to monitor an agent, I will be able to listen in and stay monitoring them across multiple calls.  So when they end one call and start another, I’ll stay connected until I choose to leave, or until they close their dialer.  I can leave by clicking on the kebab menu of the mini-dialer and selecting “close dialer”.

Listening

This status means that as a manager or coach, I can listen in on an active call and hear both parties on the call, but I can’t be heard by anyone.

Whispering

If I change my monitoring status to Whispering, then my team member will be able to hear me, but the contact that they are talking to will not be able to hear me.

Barging

When I select Barge I’ll be asked to confirm that I want to barge into the ongoing call and then both parties will be able to hear me, and I can assist in the call but won’t have dialer access to hangup, or transfer, those remain exclusive to the agent I am monitoring.  

What does it looks like if someone is monitoring me?

If I have a dialer seat then I am available to be monitored by any team owner, manager, admin or coach, but when someone is listening in, I’ll see a new icon show on the mini-dialer to indicate that I’m being monitored.  If I hover my cursor over the icon I’ll see the name of the person monitoring you.