Learn how to view and join active calls as an admin, and how agents can request help during an ongoing call.
User level: Admins and Supervisors (Agents can only use the Raise Hand feature and be invited into calls)
What is Call Monitoring?
Call Monitoring lets Admins and Supervisors view and join live calls happening in your call center. From the dashboard, you can:
See details such as duration, contact number, agent, and call tags.
Filter live calls by duration, agent, groups, direction, or tag.
Join calls in progress for monitoring or direct participation.
Accessing Call Monitor
To join a live call, the supervising user must meet all three of the following conditions:
Logged into the Dashboard
Logged into the Desktop app
Online (available status in the app, not set to Away or Do Not Disturb)
Admin and Supervisors can access the Call Monitor tab directly from the Dashboard. From there, you can see the list of live calls including call details, filtered by duration, agent, groups, direction, or call tag.
The orange hand signal indicates a call where an agent has requested help. Three-way calling is the maximum number of participants, meaning if there is an agent and customer on the line, only one admin or supervisor can join in addition.
Agent-level "Access to Call Monitor" Setting
In Agent Settings, there is a toggle called Access to Call Monitor. It is worth understanding exactly what this does and does not enable:
It does not grant the agent access to the Call Monitor tab in the Dashboard. Agents will not see this feature there regardless of the toggle.
It does allow the agent to be invited into an ongoing call by another agent who is already on that call.
How the invite works: When an agent is on an active call, they can invite another agent by tapping ⋯ (three dots) in the call screen and selecting Invite agent. Only agents with the Access to Call Monitor toggle enabled will appear as available to invite.
Joining a Call
Click Join next to the call you want to monitor. You can choose one of three modes:
Listen only → Monitor silently. Neither the agent nor the customer will hear you, though the agent will be notified.
Talk to agent → Communicate privately with the agent. The customer will not hear you.
Talk to both → Join as a third participant. Both the agent and customer can hear you.
As an admin or supervisor, you are able to disconnect or switch between the join modes listed here at any time while attending a call. Agents on the call will be notified when you join or switch modes.
Raise Hand Feature (Agents)
If you're an agent in a difficult spot and want to request the help of an administrator or supervisor, you can use More > Raise hand on the Call in progress screen to signal that your call needs attention.
After selecting the Raise hand option, a notification bar will appear above your Call in progress screen, signaling that your supervisor can now see your request and may join to listen, advise, or take part in the conversation.
You will also be able to see when your call is being attended or monitored. This includes:
The name of the attending supervisor
Whether the attending supervisor is listening, talking to you (only), or talking to both (you and the customer)
FAQ
Q: Can a supervisor see incoming calls on their phone while in the process of monitoring an active call?
A: Yes, you can see an incoming call while monitoring a different call, and you'll have the choice to accept or reject. If you accept the incoming call, you must disconnect from the monitored call. To stay in monitoring mode, reject the incoming call.
Q: The
Joinbutton is greyed out and I can't click any option.A: Admin and supervisors must be logged into the Desktop app and be online to be able to successfully monitor a call.
Q: Will a supervisor’s voice be recorded when they join a call via Call Monitor?
A: No. The supervisor’s audio is never captured in call recordings. This applies whether they choose Listen only, Talk to agent, or Talk to both. Only the agent and customer voices are included in the recording.
Need help or have a question? Just reach out through our Support portal — we’re here for you.