If you want to monitor live calls and provide feedback to teammates for training and performance management, turn on call listening for your workspace.
This feature requires the Expert plan.
Enable call listening
First, go to Settings > Channels > Phone and enable call listening by toggling on "Allow roles with this permission to listen in on calls".
If you're on the Advanced or Essential plan, you'll need to upgrade to Expert to enable call listening.
Call listening permission must then be assigned to teammates by navigating to Settings > Workspace > Teammates > Roles and selecting the specific role(s) who need permission.
From the Help Desk dropdown select the "Can listen on calls" permission. 👇
Scroll to the top of the page and click Apply changes.
Listen to calls
For calls in progress, eligible teammates (for the role you enabled above) will see the option to Listen in when viewing the conversation in the Help Desk.
Once you click Listen in, you will see the call modal change to "Listening mode". To stop listening to the call, click Stop listening.
While in listening mode:
You can only listen, not engage with others on the call.
Your workspace status will change to "coaching".
Call participants will not be made aware that someone is listening to the call.
You can continue working in other parts of the Help Desk while in listening mode.
View calls in progress
To make it easier to access all calls currently in progress, create a specific view for those conversations in your Help Desk.
Click Create view in the "Views" section of the left-hand side menu.
Use the following filters for all in progress calls:
"Last inbound call state" is In progress
"Last outbound call state" is In progress
This view makes it much easier to navigate to all conversations that are available for monitoring.
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