Whether it is to ensure quality of customer service, or to coach new agents during a conversation, smrtPhone PRO gives you the advanced functionality of a sophisticated call center solution, allowing you to monitor, whisper and barge into calls.

The Supervisor can monitor the Live Sessions on smrtDialer by going to smrtDialer --> Monitoring.

In the newly opened window, the Supervisor will have a list of live sessions that he can either Listen, Whisper or Barge to.

The Status column indicates the current status of the session. There are 3 statuses:

  1. Idle - The agent is connected to the call session but, he is not making calls
  2. Dialing - The agent is connected to an active call session, making calls
  3. Connected - The agent is engaged in an active conversation

The Listen Feature

By using the Listen Feature, the Supervisor can listen to the agents conversations without being heard by the persons on the line.

In order to Listen into a call, you need to be an admin and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Listen button near the session that you want to listen to. 

The Whisper Feature

By using the Whisper Feature, the Supervisor can talk with the agent without being heard by the other person on the line.

In order to Whisper into a call, you need to be an admin and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Whisper button near the session that you want to whisper to. 

The Barge Feature

The Barge Feature gives the Supervisor the option to join an active session. When joining, a conference call will be created between the supervisor, the agent and the person on the line.

In order to Barge into a session, you need to be an admin and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Barge button near the session that you want to barge to.

Note: The features presented are only available with an active PRO Subscription.

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