Overview
Listening to calls is a practical way to evaluate how well the Customer Service Representative (CSR) is performing in their daily service. Whether you are guiding an agent through a new call or just checking the quality of their service, Dialpad's Listen-In feature lets you quietly observe ongoing contact center calls.
Who uses this feature
Administrators
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
Only administrators and call center supervisors can listen to live calls.
Administrators join the calls silently. By default, the callers are not notified that the call is being monitored. You can let agents know when a supervisor is listening in on their calls from the Advanced Settings section of a contact center.
Call monitoring is enabled by default but you can disable it manually.
While listening to a call, you can start or stop recording, put the call on hold, end it, and see the Real-time transcript. However, this will only impact your side of the call and not the agent's.
Feature configuration
This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Listen in on a call
Go to your DialPad app.
On the left side of your screen, choose the departments or the contact centers you'd like to monitor.
Go to Live Calls and select View Call next to the call you'd like to monitor.
The Real-time transcript flyout opens.Click Listen in to join the call.
Disable the listen-in option
Go to your DialPad account.
Click Admin Settings.
Select Ai Contact Centers or Departments.
Go to Advanced Settings and select Disable ability for admins and supervisors to listen in on calls.
