CloudTalk’s Call Monitoring feature gives you important insight into your customer’s needs and it helps you make informed business decisions. As CloudTalk is a cloud-based call center software, you can monitor your agents’ calls anywhere and anytime. All you need is internet access.
Call monitoring is an efficient tool with a positive impact on your agents and managers by improving your customer interactions, reducing costs and boosting customer support team performance.
How to use call monitoring?
In order to access this feature, you firstly need to have an assigned role as Administrator or Supervisor. Afterwards, just access the section Call Monitoring and you are ready to choose which on-going call you would like to monitor.
#1 Access to Call monitoring as an Administrator / Supervisor
An Administrator / Supervisor will have access to Call Monitoring where all of the active calls are listed. Call monitoring can be found in the CloudTalk Dashboard > Call monitor.
There are few options how to join a call:
Listen to call: Administrator / Supervisor can join and only listen to the call. This way nobody will hear them.
Talk to agent: Administrator / Supervisor can choose to join with Talk to Agent. Only the agent will be able to hear them.
Talk to both: Administrator / Supervisor can join a 3-way conversation.
Important notice: Administrator / Supervisor is able to switch between the mods during the attended call, as well as disconnect from it.
#2 Call monitoring with an Agent role
If an Agent is in a difficult spot and needs help of an Administrator / Supervisor, they can raise hand to signal that the call needs attention.
An Administrator / Supervisor will see this on The Call Monitor and may join the call to listen, advise, or take part in the conversation.
Once an Admin / Supervisor joins the call, the Agent will see that call was attended and monitored.
If you need further assistance or have any questions, you can contact our Support Team. We are always here to help you!