> 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

以下各节介绍了 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**

每个互动在同一时间只能由一名主管进行监控。虽然两名主管可以监控不同的对话，但他们不能同时监控同一个对话。
{% endhint %}

有关以下内容的更多信息，请参阅 Zoom 的支持中心： [监控互动](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0062852).

### 选择要监控的对话

在 Zoom Workplace 应用中拥有有效工作会议的主管，可以通过导航到以下位置查看所有已打开的互动： **打开的互动** 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找到，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、正在监听、正在密语监听或强插监听来监控对话。

### 监听

**正在监听** 对话可为主管提供该对话的单向音频，使其可以根据互动的频道阅读或听到坐席和消费者的互动内容。

当正在监听某项互动时，坐席将收到一条应用内通知，提示正在被监听的呼叫 [如果已启用通知](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0058779)；否则，不会通知坐席。

<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** 在对话中可让主管向该互动的坐席提供单向音频，而消费者不会听到。这对于在互动期间向坐席提供指导或反馈很有帮助，同时不会影响消费者体验。

当在对话中进行密语监听时，坐席将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，不会通知坐席。

<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

**强插监听** 进入对话可让坐席和主管都能在互动中直接与消费者交谈。这在坐席将互动升级给主管，或者主管需要直接与消费者交谈时会很有帮助。

当强插监听进入对话时，坐席的呼叫显示将更新，显示主管已加入。

### 接管

**接管** 对话可让主管介入并接管正在进行的消费者互动，将之前的坐席从对话中移除并将其发送回就绪状态。这有助于阻止坐席在自己已不再积极参与的对话中偷听，而主管则继续进行对话。

主管 **无法** 在未先监听、密语监听或强插监听该对话的情况下接管对话。


---

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