Whether to ensure the quality of customer service or to coach agents live, smrtPhone Pro gives you the advanced functionality of a sophisticated call center solution, allowing you to monitor (listen), whisper, and join calls.
Enable Pro Dialing per user or globally
You can enable Pro Dialing globally for your entire account or selectively for individual users from the Admin Dashboard. This gives you flexibility in deciding which agents require monitoring, such as trainees or performance improvement cases.
Head to smrtPhone Dashboard > smrtDialer > Call Monitoring.
To use these features, you must turn ON Pro Dialing.
The features presented are only available with an active Pro Subscription.
To enable Pro Dialing:
Outbound calls: Turn Pro Dialing On or Off from Account Settings
Inbound calls - Turn Pro Dialing On or Off from Call Flows
For inbound calls, enabling Pro Dialing within the appropriate Call Flow is necessary. This ensures features like call monitoring, whisper, joining, warm transfer, hold music, and call waiting are active for inbound communication.
Once you enable Pro Dialing, your Monitoring tab shows a list of live call sessions. You can Listen, Whisper, or Join these calls, these features being designed to offer a more professional caller experience.
The Status column indicates the current status of the session:
Idle - The agent is connected to the call session but is not making calls
Dialing - The agent is connected to an active call session, making calls
Connected - The agent is engaged in an active conversation
👂 Listen Feature
By using the Listen feature, you can listen to an agent's conversations without the other person on the line knowing.
To Listen in on a call, you need to have granted permissions and then access the Monitoring area by going to smrtDialer > Call Monitoring. From here, you can use the feature by clicking the 👂 Listen button next to the session you want to listen to.
💬 Whisper Feature
Using the Whisper feature, you can talk to an agent without being heard by the other person on the line.
To Whisper on a call, you need to have permissions and then access the Monitoring area by going to smrtDialer > Call Monitoring. From here, you can use the feature by clicking the 💬 Whisper button next to the session that you want to whisper on.
📞 Join Feature
The Join feature allows you to join an active session. When you join, a conference call is created between you, an agent, and the person on the line. One example is a supervisor barging into a call between one of their agents and a potential lead.
To Join to a session, you need to have granted permissions and then access the Monitoring area by going to smrtDialer > Call Monitoring. From here, you can use the feature by clicking the 📞 Join button next to the session that you want to join to.
