We're excited to announce Call Listening, a powerful new capability that brings real-time quality assurance to your phone support operations. Now Admins and Team Leads can listen to live calls, enabling better coaching, faster issue resolution, and continuous team improvement.

What's New

Listen to ongoing calls between your agents and customers without interrupting the conversation. Admins and Team Leads can listen to calls from multiple entry points.

• Access live call monitoring directly from the Voice Live Dashboard or any active ticket

• Hear both sides of the conversation in real-time

• Listen to calls without alerting the agent or customer

Getting Started

Ready to start improving your team's phone support quality? Here's how to access Call Listening:

1. Navigate to Statistics → Live Voice to see all active calls

2. Press the Listen button in the new monitoring column for any eligible active call

Alternatively:

1. Open any ticket with an ongoing call and press Listen

To stop listening, simply click Stop Listening in the phone bar.

Note: This feature is automatically available for all accounts with no additional setup required.