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 barge into calls.
For example, a Supervisor can monitor the Live Sessions on smrtDialer by going 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
Once you enable Pro Dialing, you can see a list of live call sessions from your Monitoring tab. These are the calls you can either Listen, Whisper, or Barge into.
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, listen to an agent's conversations without the other person on the line knowing.
In order 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 that you want to listen to.
Whisper Feature
By using the Whisper feature, you can talk to an agent without being heard by the other person on the line.
In order 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.
Barge Feature
The Barge feature gives you the option to join an active session. When joining, a conference call will be 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.
In order to Barge into 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 Barge button next to the session that you want to barge to.
