Call Monitoring Features

If you're frequently communicating with your customers, whether you run a small business or an enterprise, it's essential to ensure that your Agents are addressing the customer's needs effectively. One of the key ways to achieve this is through call monitoring. Dialpad provides various options to monitor live calls, and we'll discuss how these features work.If you're frequently communicating with your customers, whether you run a small business or an enterprise, it's essential to ensure that your Agents are addressing the customer's needs effectively. One of the key ways to achieve this is through call monitoring.

Dialpad provides several call monitoring features, lets dive into the details.

Who can use this

Call Monitoring features are available to Contact Center Admins, Supervisors, and Coaches on an Dialpad Support and Dialpad Sellplan.
*Department Admins must be on a Dialpad Sell or Dialpad Support license to use call monitoring features.

Call monitoring features

Dialpad offers 4 unique features that allow Contact Center (and Department) Admins, Supervisors, and Coaches to monitor calls:

Call listening – Allows the Supervisor to listen in on a live call (usually to make notes and provide feedback later)
Call barging – Allows the Supervisor to directly join live calls directly as a third party.
Call whisper – Allows the Supervisor to talk directly to an Agent during a call, without the customer hearing anything
Call takeover - Allows the Supervisor to take control of the call completely and removes the Agent from the call

Call monitoring capabilities are enabled by default; however, Office Admins can disable the ability for Admins and Supervisors to listen in on calls.

Note

Call monitoring features are not available on Mainline calls.

To disable listen-in capability for your Contact Center, head to your Dialpad Admin Settings.

Navigate to Contact Centers or Departments
Select the desired Contact Center or Department
Navigate to Advanced Settings
Check the box beside Disable ability for admins and supervisors to listen in on calls

Listen-in

Call listening is a realistic way to assess an agent’s day-to-day service quality and performance.

Whether you're coaching an Agent through a new call, or simply running a quality assurance check, Dialpad's Listen-In feature allows you to silently observe active Contact Center calls.

To listen in on a call:

Select the desired Contact Center or Department
Select View Call beside the call you'd like to listen in on
Select Listen In

From the listening screen, you can Barge or Whisper to the Agent.

While listening to an active call, you can start or pause the call recording, hold, or hang up, as well as view the live transcript.

To stop Listening, simply press the red Hangup button.

Note

When you select hold or hangup, it only affects your side of the call; it will not terminate or hold the call for the client or agent.

Whisper

Dialpad's whisper feature lets a Supervisor or Coach speak to an Agent without the customer hearing them, just as if they were whispering. This is useful for training agents, or for guiding them through a critical call with an irate customer. Call whispering is a helpful way to provide an Agent with real-time feedback and suggestions without disrupting the call (it's a little less “invasive” than call barging).

To whisper to an agent:

Select the desired Contact Center or Department
Select View Call beside the desired call
Select Listen In
Select Whisper

Once whispering, you'll have the option to barge the call, as well as record, hold, or hang up (exit).

To stop whispering, select the red Stop Whispering button.

Call barging

Call barging is when a Contact Center Admin, Coach, or Supervisor joins an Agent's call to help them. Barging allows Admins, Supervisors, and Coaches to join live calls directly as a third party. This is useful to defuse an unhappy client, quickly answer higher-value questions, and prevent further escalation.

To barge a call:

Select the desired Contact Center or Department
Select View Call beside the desired call
Select Listen In
Select Barge

From the barge screen, you can revert to listening, or take over the call. You can also pause or stop the recording, hold, or hangup (exit) the call.

Takeover

Call takeover is when a Contact Center Admin, Coach, or Supervisor joins an agent's call and then takes over completely, removing the agent from the call.

To take over a call:

Select the desired Contact Center from the Dialpad App
Select View Call beside the desired call
Select Listen In
Select Barge
Select Take over

Once connected with the caller, the Agent will automatically be disconnected from the call.

More information

For more details on managing a Contact Center, head to this Help Center article.

For more information on managing a Department, head to this Help Center article.