Discreet Listening

The feature of Listening to Calls, or what’s commonly known as “Live Call Monitoring”, gives the admins ability to attend and monitor calls, hear the conversation between the agent and the client to get an insight into how the call agents are handling their calls.

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Discreet Listening is a very beneficial and important tool to make sure that agents are serving clients in the best possible way.

Monitor on-going Calls

Secretly monitor calls without the agent or customer being aware for discreet quality control and training purposes.

Agent Status

In this mode, admins gain valuable insights into the agent's status and performance for effective management.

Call Details

Learn the duration of the ongoing call, whether received or dialed, to track call lengths accurately.

Previous Activity

Access detailed logs of the agent's previous activities for an overview of their performance and interactions.

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