Live monitoring: watch the call center moment by moment and step in when needed
A good supervisor knows what is happening now, not what happened yesterday. The live monitor updates instantly: each agent’s status, the calls in progress and the callers waiting in each queue.
A real-time picture
Who is on a call and for how long, who is on a break and why, how many callers are waiting and the longest wait.
Listen, whisper, join
Listen silently, whisper to the agent without the customer hearing, or join the call as a third party.
Pick up a waiting call
A caller has waited too long? Pull the call to your own phone and answer it yourself.
Manage agents from the board
Change an agent’s status, add them to a queue or pause them in one when things get busy.
Wallboard for big screens
A full-screen mode for showing live numbers on a screen in the call center.
Filter by team
Watch a single team or the whole operation.
How to get started
Open the live monitor
Available to admins, supervisors and anyone you give the permission.
Watch queues and agents
Numbers update on their own without refreshing the page.
Step in when needed
Listen, whisper, join or pick up the call.
Frequently asked questions
Does the agent know the supervisor is listening?
Listening is silent and heard by neither the agent nor the customer. Telling agents about the monitoring policy is a management decision that we recommend making clear in advance.
What is the difference between whisper and join?
With whisper only the agent hears you, so you can coach during the call. With join both the customer and the agent hear you.
Can I control who may listen?
Yes. Listen, whisper and join is a separate permission that you grant to whoever you choose.
Related features
Queues & call distribution
Fair call distribution, with an automatic callback instead of a long wait.
Learn moreAlerts & scheduled reports
An alert when waits grow or a line drops, and a recurring Excel report in your inbox.
Learn moreReports & analytics
Service level, abandoned calls and every agent and queue — with Excel export.
Learn moreRelated articles
Call Center KPIs That Matter and How to Read Them
Learn the call center KPIs that matter: service level, average wait, abandon rate, handle time and first-call resolution, and what to do when each is off.
Call Queue Strategies: Longest Idle, Round Robin, Ring All
Compare call queue strategies: longest idle, round robin and ring all. Learn when each fits, plus wrap-up time, queue timeouts, hold music and announcements.
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