Live Monitoring: Listen, Whisper & Barge

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65 · telefonixsip 3.4.4

When Call Monitoring Enabled is active on your company, supervisors can monitor live calls in real time from either the Live Monitoring workspace (https://desk.<domain>/monitor) or directly from an agent's card on the Floor (/floor).

Prerequisite — Stay Off Duty While Monitoring: Before starting a monitoring session, set your own supervisor availability pill to Off duty (or leave active queues). Live monitoring connects an audio leg to your own browser softphone; if you are available in a ringall queue, an incoming queue call could ring your phone or mark your line busy.

1. The Three Monitoring Modes

ModeWho Hears WhomAudit Requirement
Listen (Silent Monitor)You hear both the Agent and the Customer. Neither party hears you or hears a join tone. Multiple supervisors can Listen to the same call simultaneously.Logged in Agent Logs as MONITOR_AGENT (listen · <supervisor>).
Whisper (Agent Coaching)You hear both parties, and only the Agent hears your voice. The customer cannot hear you.Logged in Agent Logs as MONITOR_AGENT (whisper · <supervisor>).
Barge (Three-Way Conference)You join the call openly: both the Agent and the Customer hear you. Only one supervisor can Barge into a call at a time.Requires selecting a mandatory reason (Escalation, Compliance, Agent support, or Fraud) before connecting. Logged with the reason in Agent Logs.

2. Using the Live Monitoring Workspace (/monitor)

  1. Open Live monitoring (/monitor) from the left navigation rail (or click ◉ On call — click to monitor on an active agent card on the Floor).
  2. Left List: Displays every call currently in progress across your scoped queues (showing agent name, call duration, queue, and hold status). If no calls are active, the view displays No active calls.
  3. Caller History & Language Match Block:
    • Displays the caller's phone number and name, plus the company's historical call notes for that number (total calls noted, last call timestamp, outcome, agent, and note text).
    • Language Match Chip: Compares the queue's Callers' language (e.g., BN) against the answering agent's Language skills (BN/EN):
      • Green (BN ✓): Agent speaks all required queue languages.
      • Amber: Partial language match.
      • Red (BN · agent EN): Agent does not carry the queue's language skill.
  4. Starting & Switching Modes:
    • Click Listen, Whisper, or Barge (for Barge, pick the mandatory reason and click Barge in).
    • Your Desk automatically answers the monitoring leg on your browser phone without showing an incoming-call prompt.
    • A Monitoring Bar appears at the top of the Desk showing the active mode (Listening to <Agent>, Whispering to <Agent>, or Barged into <Agent>), a duration timer, and a Stop button.
    • You can switch seamlessly between Listen, Whisper, and Barge during the call, or click Stop to disconnect your monitoring leg without affecting the customer call.

3. Automatic Locks & Secure Segments

  • Hold / Unbridged Lock: While the agent places the customer On hold (or before the call is bridged), the Whisper and Barge tiles automatically show LOCKED (hold), while Listen remains available. Resuming the call unlocks Whisper and Barge.
  • Secure Segment Protection: If the agent clicks Secure segment while taking sensitive customer data (such as card details or a PIN), any active supervisor monitoring session is immediately dropped, and the monitor view shows Secure segment in progress. Monitoring cannot be restarted until the agent clicks End secure.

4. Live QA Tagging (Save for QA)

While listening to or viewing an active call on /monitor, you can flag specific moments for Quality Assurance:

  1. In the QA tagging box, tick one or more markers (such as Compliance miss, Coaching needed, Good example).
  2. Add an optional timestamped QA note.
  3. Click Save for QA (Tagged · in the QA queue).
    • These tags appear as visual markers on the audio timeline in the Quality workspace (/quality), and the call is automatically queued for evaluation if your company has a sampling rule set to Takes: every supervisor-tagged call.