> For the complete documentation index, see [llms.txt](https://library.zoom.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://library.zoom.com/technical-library/zh/shang-ye-ban-fu-wu/zoom-contact-center/zoom-customer-experience/supervisor-experience/call-monitoring.md).

# 通话监控

以下章节介绍 Zoom 呼叫中心主管可用的通话监控功能。通话监控包含在 Zoom 呼叫中心中，无需额外许可证或附加组件。

{% hint style="info" %}
**注意**

每个互动一次只能由一名主管监控。虽然两名主管可以监控不同的会话，但不能同时监控同一个会话。
{% endhint %}

有关更多信息，请参阅 Zoom 的支持中心 [监控一项互动](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0062852).

### 选择要监控的会话

在 Zoom Workplace 应用中拥有有效工作会议的主管，可通过导航到以下位置查看所有打开的互动 **打开的互动** 选项卡中的 **互动** 菜单。

从那里，所有有效互动都可在相应的频道选项卡中查看，适用于 **语音**, **视频**, **发送消息**，以及 **电子邮件**.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXclHKeP3XzXRAzufaDbqxuZ6YS24l7UYtVa5Ae_fUr6Z8yLwW010g34MMgNG4I1GFU7_-ZoYXASMhl55zxjfdVMXFOMBAc042sDqPsZVfcjw4fvPthx8NC0nhMyhAPBrytrlk8-Cw?key=KRgQ_4ail54dHZXUquLpIw" alt=""><figcaption></figcaption></figure>

从那里，主管可以通过阅读实时转写文字、监听、正在密语监听或强插监听来监控对话。

### 监听

**正在监听** 对会话进行监听可为主管提供单向音频，使其能够根据该互动的频道，阅读或听到客服人员与消费者的互动内容。

当正在监听一项互动时，客服人员将收到一条应用内通知，通知其呼叫正在被监听 [如果已启用通知](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0058779)；否则，不会通知客服人员。

<div align="center" data-full-width="false"><figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdloxInukUvHJuyr3ttuAET9kkASpqGHDCqZbrUS1VDIW9Jc0YZnRcLBLD8I1uUVW0SRGuL00imEkIWETQaLuh4geYhMxtEhs8FGXe1yYFgUJPlHcYVEV6OjTiF6qCL0OZL9iLR?key=KRgQ_4ail54dHZXUquLpIw" alt="" width="375"><figcaption></figcaption></figure></div>

### 密语监听

**正在密语监听** 在会话中进行密语监听可让主管向该互动的客服人员提供单向音频，而消费者听不到。这有助于在互动过程中向客服人员提供指导或反馈，而不会影响消费者的体验。

当在会话中进行密语监听时，客服人员会收到一条应用内通知，提示主管正在密语监听 [如果已启用通知](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0058779)；否则，不会通知客服人员。

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeZCxnCYCX1xgMVSsma5j5mbzBJbcOZE6HXfvtbAcMmLv1T7U_zAYhfr1OnRdrw7c-UCVw9jYf768WUbmGJiXkB8mKJqjxG9W3oc_a9jJ1NiIbtn091JnQQGMmK3_dJbtt0ILeZug?key=KRgQ_4ail54dHZXUquLpIw" alt="" width="375"><figcaption></figcaption></figure>

### 强插监听

**正在强插监听** 强插监听进入会话可让客服人员和主管都能在该互动中直接与消费者交谈。这在客服人员将一项互动升级给主管，或者主管需要直接与消费者交谈时会很有帮助。

当强插监听进入会话时，客服人员的呼叫显示将更新，以显示主管的加入。

### 接管

**正在接管** 接管会话可让主管介入并接管正在进行的消费者互动，将之前的客服人员移出会话，并将其发送回就绪状态。这有助于阻止客服人员在他们已不再积极参与的会话中偷听，而由主管继续该会话。

主管 **不能** 在未先进行监听、密语监听或强插监听会话之前，接管会话。


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