Live Call Monitoring Operations (Agent Coaching and Monitoring)
Overview
Monitoring Operations allow the Supervisor to intervene or observe a live call session through a floating panel accessed by clicking on an agent's record in the Live Monitoring screen. These functions are only highlighted when the agent is on a call, with the exception of the "Force Logout" function.
Common Monitoring Operations (Voice Campaigns)
In all voice-based Live Monitoring tabs (Inbound, Outbound, and Parallel Predictive Campaigns), the Supervisor has the capability to perform the following real-time operations on an agent's active call through a floating window:
Snoop (Listen/Monitor)
This feature is used when the Supervisor wants to listen to the conversation between the agent and the customer on a live call. While a call is being snooped, both the agent and the caller will remain unaware of the Supervisor’s activity.
Use Cases & Benefits (External Research)
- Quality Assurance (QA): Allows managers to conduct silent, non-disruptive monitoring of agent-customer interactions to ensure adherence to company policies, scripts, and service standards.
- Performance Assessment: Enables the collection of unbiased, real-time data on an agent's typical performance without altering their behavior.
- Identifying Training Gaps: Helps supervisors uncover systemic issues in agent knowledge or current call center scripts.
Whisper
This feature is used when the Supervisor wishes to guide or assist the agent during a live call. The Customer will only hear the voice of the agent and will not hear the Supervisor.
Use Cases & Benefits (External Research)
- Real-Time Coaching: Enables Supervisors to provide instant, discreet advice to an agent (e.g., correct a misstatement or offer critical product information).
- New Agent Onboarding: Acts as a safety net for new or struggling agents, boosting their confidence and allowing them to handle live calls sooner with expert backup.
- Complex Queries: Helps agents navigate difficult or unique customer problems without placing the customer on hold, leading to faster issue resolution.
Barge
Barge allows the Supervisor to take ownership of the call. When a supervisor barges, the Agent goes on Mute-mode automatically but can still listen to the conversation between the customer and the Supervisor.
Use Cases & Benefits
- Handling Escalations: Allows the Supervisor to immediately intervene when a customer requests a manager or a call is deteriorating.
- De-escalation of High-Stress Calls: Enables a senior, experienced team member to take full control of a conversation, especially with highly frustrated customers.
- Correcting Critical Errors: Provides the ability to override an agent who is about to make a critical, policy-breaching, or compliance-related error.
Conference
The Supervisor can force a conference call, connecting themselves as a third party to the live conversation.
Disconnect
The Supervisor can forcibly disconnect a live call, terminating both the customer's and the agent's channels.
Force Logout an Agent
The Supervisor can forcefully log an agent out of the system at any moment, regardless of whether they are on a call.

Configuration parameters
Key / parameter | Description | How to configure | Constraints / allowed values | Sample |
|---|---|---|---|---|
Snoop / Whisper / Barge node flows | Campaign-level call-flow definitions that carry the Supervisor's media stream. | Administrator > Process > [Process] > [Campaign] > Monitoring tab > Snoop / Whisper / Barge node flow. | Select from preconfigured node flows; require matching Dial Profile. | Default Snoop node flow. |
Conference Dial Profile | Outbound leg used to dial the Supervisor into the conference. | Administrator > Process > [Campaign] > Dial Profile > Conference Dial Profile. | Must reference a valid voice resource. | conf-dial-profile-01. |
Privilege masking override | A Supervisor can override their own role's mask for Confer, Snoop, Whisper, or Barge within their session. | Supervisor > Settings > Privileges (if enabled on the role). | Supervisor overrides are audited and apply only to their session. | Enable Confer for the current shift. |
If the Confer Call privilege has been masked for a Supervisor, the Conference button is also hidden from the floating window. Campaign-level privileges set by the Supervisor override those set by the Administrator.
Limitations
- Monitoring operations are only available on voice interactions; chat and ticket interactions do not expose Snoop / Whisper / Barge.
- The Supervisor must have a valid extension selected before any of these operations can be used.
- Force Logout requires a mandatory reason and is captured in the audit trail.
Related pages
- Live Monitoring of Inbound Campaign — supervisor dashboard that exposes these controls on voice agents.
- Live Monitoring of Outbound Campaign — outbound counterpart.
- Call Barge / Call Conference / Call Whisper — feature-level deep dives.
- Masked Privileges / User Function Masking — how privilege masking interacts with these controls.
- Audit Trail — where Force Logout / Barge / Disconnect events are recorded.
Further Reads:
How to do the Live Monitoring of Inbound CampaignLive Monitoring of Inbound Campaign from the Supervisor Interface?