See the whole floor while it is still happening
A real time view of every active call, every queue and every agent. Listen silently for quality, whisper only your agent can hear, or barge in and take the call over yourself.
Coaching moves from a review meeting next week to the moment that actually decides the call.
What you get with Live Monitoring
Listen, whisper and barge
Silently monitor any live call for quality, whisper coaching only your agent hears, or join the conversation outright when a deal needs saving.
Live wallboard
Active calls, queue depth, longest wait and every agent's state on one screen, sized for the TV on the office wall.
Real time agent status
See at a glance who is on a call, who is idle and who is offline, per team or across the whole company.
Agent leaderboards
Calls handled and talk time ranked automatically through the day, which changes floor behaviour on its own.
Queue visibility
Position and wait time for every caller holding, so a queue slipping is something you see rather than something you hear about.
Carrier and trunk health
Live status of every carrier connection alongside the calls, so an outage is visible immediately.
Auto refreshing view
The monitor refreshes itself every few seconds. Nobody has to remember to reload it.
Today at a glance
Active, queued, completed, busy, no answer and failed call counts for the day, updating as it runs.
One screen replaces walking the floor.
Supervisors stop forming impressions and start coaching with evidence. See who is struggling in real time, step into the conversation privately, and let the wallboard settle the arguments about who is taking calls before they start.
- Real time board of active and queued calls
- Whisper coaching the customer never hears
- Barge in for escalations
- Wallboard for the floor's big screen
Live Monitoring questions
Can the customer hear the supervisor?
Not on listen or whisper. Listening is completely silent, and whisper is audible only to your agent. Barge is the deliberate exception, where the supervisor joins the conversation openly.
Does the agent know they are being monitored?
That is your policy to set. The platform can monitor silently, and every monitoring action is written to the audit log either way.
Can supervisors monitor remote agents?
Yes. An agent working from home appears on the same board with the same controls as one sitting on the floor.
How often does the monitor update?
It refreshes automatically every few seconds, so the board is a live view rather than a snapshot somebody 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.