See every call while it is still happening
A live view of every call in progress, every waiting line and every agent. Listen in without being heard, whisper advice that only your agent hears, or join the call and take it over yourself.
Coaching moves from a meeting next week to the moment that decides the call.
What you get with Live Monitoring
Listen in, whisper, or join
Listen to any live call without being heard, whisper advice only your agent hears, or join the call yourself when a deal needs saving.
A board for the office screen
Calls in progress, how many are waiting, the longest wait and every agent's status on one screen, sized for the TV on the wall.
Who is free right now
See at a glance who is on a call, who is free and who is offline, for one team or the whole company.
Agent leaderboards
Calls handled and talk time ranked through the day on their own, which changes how the floor works without a word from you.
See the waiting line
The position and wait time of every caller on hold, so a line getting long is something you see, not something you hear about later.
Line health
The live status of every phone-line connection next to the calls, so an outage shows up straight away.
Updates itself
The board refreshes every few seconds on its own. Nobody has to remember to reload it.
Today so far
Counts for the day: in progress, waiting, finished, busy, no answer and failed, updating as it runs.
One screen instead of walking the floor.
Supervisors stop guessing and start coaching from what they can see. Spot who is struggling as it happens, step into the call quietly, and let the board settle the arguments about who is taking calls before they even start.
- Live board of calls in progress and calls waiting
- Whisper advice the customer never hears
- Join a call yourself when it needs escalating
- A board built for the floor's big screen
Live Monitoring questions
Straight answers about Live Monitoring, in plain language.
01Can the customer hear the supervisor?
Not when listening in or whispering. Listening is completely silent, and a whisper is heard only by your agent. Joining the call is the deliberate exception, where the supervisor speaks to everyone.
02Does the agent know they are being listened to?
That is your policy to set. The system can listen silently, and either way every action is written to a log.
03Can supervisors watch agents who work from home?
Yes. An agent working from home shows on the same board, with the same controls, as one sitting in the office.
04How often does the board update?
Every few seconds, on its own, so it is a live view and not a snapshot someone has to reload.
Ready to put your phones in the cloud?
Book a free demo of CloudCall. We set up your number, extensions and call flow, then have you live within a day. No hardware and no long contract.