--- title: "Supervise call centers" slug: "supervise-call-centers" updated: 2026-10-15T01:10:42Z published: 2026-10-15T01:10:42Z canonical: "help.servicetitan.com/supervise-call-centers" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Supervise call centers ## Overview As a contact center supervisor, you can monitor your contact centers, listen to calls, and manage your customer service representatives (CSRs). --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. ## Things to know - Contact Center Supervisors can monitor calls, listen in, take control, and view or change CSRs' status. - Only advanced seat users can be assigned to contact centers. ## Understand the call center inbox 1. Go to the top toolbar and click **Phones Pro** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) to open the embedded dialer. > [!NOTE] > **Note:** If you don't have the embedded dialer enabled, sign in to your Dialpad account and skip to step four. 2. In the Phones Pro embedded dialer, click the **Wrench** icon. ![User interface of Phones Pro showing call options and contact center status.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/supervise-call-centers-image-9ynlo2hg.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) 3. In the *Phone Preferences* window that opens, click **View Dialpad Settings**. ![Settings for embedded phone features including enable and auto-collapse options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/supervise-call-centers-image-w3qlmbwl.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) Your Dialpad profile opens in a new tab. 4. In your settings, click **Launch Dialpad**. 5. In Dialpad, click the contact center. ![User interface showing live call status and available contact centers in a communication app.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/supervise-call-centers-image-xze2ffxw.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) The contact center inbox works similarly for contact center supervisors as for CSRs in the embedded dialer. You can access the following features from the contact center inbox: - Hold queue - Live calls - Agents - New - All - Missed - Messages - Voicemails - Recordings - Spam If you're assigned as a supervisor to multiple contact centers, you can view the hold queue and active calls for all your contact centers using the *Monitor all contact centers* screen. ![Dashboard displaying contact center monitoring with no callers in hold queue.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/supervise-call-centers-image-yta5eez4.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) ## Listen to calls Whether you're coaching a CSR through a new call or just making sure everything is going smoothly at a contact center using spot checks, you can listen into any active calls: 1. Go to the contact center or the **Monitor all contact centers** screen. 2. Click the **Live Calls** tab. 3. Select **Listen In** for the call you want to listen to. 4. From the *Listen In* screen, you have the option to record, hold, or end the call. If the CSR needs extra help with the call, select **Barge In** to assist the CSR with the call, or **Take Over** to drop the CSR and transfer the call to you. > [!NOTE] > **Note:** When you listen in on a call, selecting **Hold** or **Hang up** only affects your portion of the call. The connection between the CSR and the customer is unaffected. ## Monitor CSRs availability > [!NOTE] > **Note:** When you set a CSR availability status, it applies to all contact centers. Use the *Agents* tab to monitor CSR status: - **In A Meeting:** Currently in a meeting. - **On a Call:** Currently on active inbound or outbound call. > [!NOTE] > **Note:** If the CSR is marked *Off Duty* when they place an outbound call, their status does not change. - **Receiving a call:** Currently on an active inbound call. - **Wrap-up:** CSR is in their post-call wrap-up (if applicable to your contact center). - **Available:** Available to receive a call. This applies to all contact centers. - **Available - Do Not Disturb:** CSR is set to *Do Not Disturb*. This applies to the individual contact center. > [!NOTE] > **Note:** The *Do not disturb* status is temporary. For example, if you're using the restroom but you're still assigned to the contact center. - **Off Duty:** CSR status is set to *Off Duty*. This applies to all contact centers. - **Lunch-Time (custom Off Duty status):** Off duty and can't receive an inbound call during lunch break. To change the CSR status: 1. From the contact center, click the **Agents** tab. 2. From the **Status** dropdown, select the relevant option. Or, 1. From the dropdown select the status to **Available** to make them available. Their status changes to *Available*. 2. From the dropdown select the status to **Off Duty** to make them unavailable. Their status changes to *Off Duty*. ![Contact center monitoring interface showing agent statuses and sorting options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/supervise-call-centers-image-x7nh0skl.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) You can also set CSR availability for a particular contact center by enabling or disabling the **DND** option on the **Agents** tab. ![Aerolabs Customer Support interface showing agents' availability and call durations.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/supervise-call-centers-image-69j5u2ak.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A41%3A04Z&se=2026-10-31T02%3A41%3A04Z&sr=c&sp=r&sig=OkgCcR737eMDctNgfpTptrSdRUxlEQSR%2Fzbv6Z7ZmWg%3D) ## Want to learn more? - See [Set up Phones Pro](/construction/docs/set-up-phones-pro) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)