Call Monitoring

The following sections describe call monitoring features available to Zoom Contact Center supervisors. Call Monitoring is included with Zoom Contact Center and doesn't require additional licenses or add-ons.

Note

Each engagement can only be monitored by one supervisor at a time. While two supervisors can monitor separate conversations, they can't monitor the same conversation simultaneously.

Refer to Zoom’s support center for more information on monitoring an engagement.

Selecting a Conversation to Monitor

Supervisors with an active working session in the Zoom Workplace app can view all open engagements by navigating to the Open Engagements tab within the Engagements menu.

From there, all active engagements are available within the respective channel tabs for Voice, Video, Messaging, and Email.

From there, a supervisor can monitor the conversation by reading the live transcript, listening, whispering, or barging in.

Listen

Listening to a conversation provides a supervisor with one-way audio of the conversation, allowing them to read or hear the agent and consumer’s engagement depending on the channel of the engagement.

When listening to an engagement, the agent will receive an in-app notification the call that is being listened to if the notification is enabled; otherwise, agents are not notified.

Whisper

Whispering within a conversation allows a supervisor to provide one-way audio to the engagement’s agent without the consumer listening. This can be helpful for providing guidance or feedback to agents during an engagement, without impacting the consumer’s experience.

When whispering in a conversation, the agent will receive an in-app notification the supervisor is whispering if the notification is enabled; otherwise, agents are not notified.

Barge

Barging into a conversation allows both the agent and supervisor to speak directly to a consumer within an engagement. This can be helpful when an agent escalates an engagement to a supervisor, or if the supervisor needs to speak directly with the consumer.

When barging into a conversation, the agent’s call display will update to show the inclusion of the supervisor.

Takeover

Taking Over a conversation allows a supervisor to step in and take control of an ongoing consumer engagement, removing the previous agent from the conversation and sending them back to the ready status. This can help prevent agents from eavesdropping within a conversation they are no longer actively involved in, while the supervisor continues the conversation.

Supervisors can't take over a conversation without first either listening, whispering, or barging into the conversation.