This article provides an overview of how Call Monitoring works. Call Monitoring is a Pro feature, available only with a Pro Subscription. View and Use Call Monitoring requires permission, so make sure any user who needs this feature has access toggled on.
There are two ways to enable Pro Dialing, depending on whether you want to turn it on for Outbound or Inbound Calls:
If you're more of a visual learner, check out this video demonstration to see how Call Monitoring works:
All live calls are visible via Admin > Call Monitoring. From this menu of live calls, you can choose which call to monitor and whether you want to Listen, Whisper, or Join.
Simply select which action you'd like to take:
Listen - Listen to a specific User's call without anyone hearing you.
Whisper - Talk to a User during a live call without the third party hearing your conversation. This feature comes in handy while training agents, so you can coach them on what to say without the lead hearing you.
Join - Break into the conversation without needing to be conferenced in. The agent making the call and the person on the line will be able to hear you.
Call Monitoring Functionality
Account Settings
Turning Pro Dialer ON/OFF at the Account Settings level updates the functionality for all Users if they are set to Use Default at an individual level. If any User has Use Custom as their Pro Dialing setting, their choice will not be changed at the Account Settings level.
This applies only to Outbound Communication.
User Settings
Turning Pro Dialing ON/OFF at the User Settings level updates the functionality only for that User. Depending on which option they choose, Use Default or Use Custom, the Users calls may or may not show up in the Live Call window.
Call Flows
Turning Pro Dialing ON/OFF at the Call Flows level allows visibility for Inbound Calls for all the Users with granted permissions.
Setting Pro Dialing ON allows Users with granted permissions to see live calls, but Users without Call Monitoring permissions will never see live calls, regardless of their individual customization.
Swap Between Options
When Listening to an agent, you can switch to Whisper to speak with them, or Join to the call. Note that once you Join to a call, you can only exit the call. To go back to Listen or Whisper you must select the call again from the Call Monitoring tab.
💡 In smrtDialer you can swap between all three options (Whisper, Listen, and Join) without needing to exit the call.
