See every live call, and step in when it helps
The Team page shows who is on a call right now. Listen in, whisper a hint to your teammate without the caller hearing, or follow the live transcript with the sound off.
Live calls, as they happen
Calls appear the moment they start, with who's talking, which number they're on and how long it's been going.
Listen or whisper
Listen to a call silently, or whisper to your teammate so only they hear you. Useful for a new hire's first week, or a tricky call that needs a second pair of ears.
Live subtitles
Turn on subtitles under any live call and read what's being said as it's said, without listening in. Monitor several calls without any of them in your ear.
Who's online, who's on a call, who's free
The top of the page counts agents online, calls in progress, calls ringing and the longest running call. Below it, the roster lists every teammate with their role, department, extension and current status, and a button to call or message them directly.
- Agents online, on a call, ringing and longest call at a glance
- Filter the roster by on call, available, busy or offline
- Call or message a teammate from their row
Coach without interrupting
Whisper mode lets a manager speak to a teammate during a call while the customer hears nothing. Listen-in is silent for both sides. Both are available from the live call row, and the person being monitored is never left guessing what mode you're in.
- Listen-in: hear the call, say nothing
- Whisper: speak to your teammate only
- Start and stop from the live call row
Read the call instead of hearing it
Transcript-only monitoring shows the live conversation as text under the call row, one click away. It's the quiet way to keep an eye on several calls at once, or to check on a call from a room where you can't put on headphones.
- Live subtitles under the call row
- Watch a call with no audio at all
- Works across several calls at the same time
Frequently asked questions
Common questions about see every live call, and step in when it helps
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