Listen to live calls from Coaching Teams

  • Updated on Apr 25, 2026
  • Published on Mar 13, 2026
  • 1 minute(s) read
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Overview

DialPad allows administrators to create coaching teams for the new employees to monitor their performance and check for training opportunities. The listen-in feature lets administrators quietly observe ongoing calls and guide the trainees through their first experience.

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

  • You need at least one coach per team. If no coach is assigned to a coaching team a trainee call will not be considered a team call and will not appear in a call history or analytics search for that team.

  • Administrators can be coaches for multiple teams, but trainees can only be part of one team.

  • Only administrators and coaches can listen to the coaching team's live calls.

  • The callers are not notified that the call is being monitored.

  • 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.

Add coaches and trainees to coaching teams

  1. Go to your DialPad account.

  2. Click Admin Settings.

  3. Select Coaching Teams and choose the coaching team you want to edit.

  4. In the Coaches and Trainees section, select Add members to your Coaching Team and search by name. Interface for adding members to a coaching team in Titan Home Services.

  5. Click the user's name to add them as a coach or a trainee.

  6. Once the user is added, select the User Type for them.

Give listen-in permissions to trainees

  1. In DialPad, click Admin Settings.

  2. Click Coaching Teams and select the coaching team you'd like to view.

  3. In the Coaches and Trainees section, select Listen-in for the trainees you want to let join the calls. Coaching team management interface showing coaches and trainees with user types listed.

Note: Administrators can not have their listen-in privileges revoked.

Listen in on a coaching team call

  1. Go to your DialPad app.

  2. Choose Coaching Teams and select the coaching team you'd like to monitor. User interface showing Coaching Team details and navigation options for trainees.

  3. Go to Live Calls and select View Call next to the call you'd like to monitor. The Real-time transcript flyout opens.

  4. Click Listen in to join the call.

Want to learn more?

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