As an administrator, you'll be able to monitor live calls, the performance of your agents, campaigns and more within your dashboard. In addition, you'll have the ability to listen in, barge in and whisper on live calls. This guide will show you how. Learn more about your dashboard here

The phone numbers being dialed by your Agent(s) and will display under the LIVE tab as shown in the screenshot below. In addition to the Call Status, Phone Type and Phone Numbers that are being dialed, you'll also see the duration and once it is connected you will have option to listen, barge-in or whisper to your agent within the live call to help him assist better. The image below also shows you how many numbers being dialed, number of calls ringing to be answered. Once it is connected the On Call count will also show the count and In Queue is being connected count.

To "Listen in" on a live call, click on the speaker icon next to your call of choice (shown in the image below).

This will allow you to listen to the live call without the contact or your agent being able to hear you!

To "Barge in" on a live call, click on the microphone icon next to your call of your choice (shown in image below).

This will allow you to enter the call live where the contact and your agent will be able to hare you and talk with you.

To "Whisper" on a live call, click on the ear icon next to the call of your choice (shown in image below).

This will allow only your agent to hear you so you can help them on their call without the contacting hearing you.