Live Call Monitoring

Zoho Voice empowers supervisors and admins with intuitive call monitoring capabilities to ensure quality assurance and provide real-time support to agents. With three distinct monitoring modes: Call Listening, Call Whispering, and Call Takeover, you can silently observe live calls, guide agents without the customer’s knowledge, or join the conversation when necessary. Super admins and admins can monitor all active calls within the organization, while supervisor plus and supervisor roles are limited to calls handled by their assigned agents. This feature helps maintain service standards, enhance agent performance, and improve customer interactions.

You can view and keep track of the active calls in the Live Calls module of Zoho Voice. Go to the Live Calls module to view detailed information, such as the:

• Caller number and the recipient number

• Agent who answered or initiated the call

• Associated queue details

• Call start time

• Call status (Ringing, On Call, or Hang Up)

• Call duration

Call Barge: Listen, Whisper, and Takeover

Call barge allows you to step into ongoing calls with different levels of interaction.

To barge a live call:

1. In the Live Calls module, hover over the desired live call and click the Barge icon. At first barge, you will be able to listen only.

   

2. Once you barge in, you’ll see three available options in the dial pad:

   

    

   • Listen(Barge): 
     Once the call is barged, you can silently monitor the call without either the agent or customer knowing. Ideal for quality control and silent supervision.

   • Whisper:
     When a live call is barged, the supervisor can choose to whisper essential details to the agent through a one-way conversation by clicking the Whisper button on the dial pad. This unmutes the supervisor's line, enabling them to give audio instructions and hints exclusively to the agent. The agent can listen to the supervisor but cannot respond back. The customer will not be aware of the supervisor's involvement. Guide your agent in real time without the customer hearing you. This is a great way to provide live coaching during calls.

   • Takeover (Three-Way Conferencing):
     The Call Takeover helps the supervisor intervene and participate in an ongoing live call, making the agent-customer conversation into an ad-hoc conference, giving way to three-way interactions. Use this mode when supervisor intervention is necessary.
      

     Note

     The Call Barging feature is available in the Contact Center plan. Users in the Basic and Standard plans of Enterprise Telephony can add Call Barging as a feature add-on. You can choose to add feature add-ons only for the users who need them, such as admins and supervisors.