Call monitoring: listen, whisper or barge

Call monitoring lets one colleague join another's live call. It's for training and support: a manager listening to a new starter's first customer calls, or stepping in when a call needs a second voice. It's off until an admin turns it on, and it's permission-controlled person by person.

The three modes

• Listen: hear both sides. Nobody on the call hears you.

• Whisper: speak to your colleague only. The customer doesn't hear you.

• Barge: join the call so everyone hears everyone.

Turn it on

1. As an admin, go to Settings > Global settings > Account settings.

2. Under Allowed features, switch on Call monitoring.

3. Under Call monitoring on the same page, click Manage call monitoring and set who may monitor whom.

Each person can also see and adjust their own monitoring under Settings > Calls > Call monitoring, within what the admin has allowed.

Good to know

• Tell your team. Monitoring for training is normal in many businesses, but people should know it can happen and why.

• It applies to live calls only. For past calls, use recordings and transcripts.

• The people who can monitor are listed on the same page, so it's easy to audit.

Related

• Global settings, explained

• Record calls, and pause recording when you need to