Best practices for monitoring and maintaining voice support

<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_with_talk_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Talk Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="body">
<p class="p">Now that your voice channel is up and running, you need to monitor your call center against the
goals you want to measure. The tips in this article give you some pointers to the tools
and resources you can use to track your progress.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408824050202__ul_uxg_3fp_b3b">
<li class="li"><a class="xref" href="#topic_mrl_kts_vhb">Monitoring and interacting with calls</a></li>
<li class="li"><a class="xref" href="#topic_ncy_5wp_xhb">Measuring your progress</a></li>
<li class="li"><a class="xref" href="#topic_rtv_nw4_b3b">Next steps</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mrl_kts_vhb">
<h2 class="title topictitle2" id="ariaid-title2">Monitoring and interacting with calls</h2>
<div class="body">
<p class="p"><img class="image img-screenshot" id="topic_mrl_kts_vhb__image_s2b_wls_vhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zag_talk_best_practices89.png" width="700"></p>
<p class="p">The Live calls dashboard (Professional and Enterprise plans) gives you, your agents,
and your customers a number of advantages including:</p>
<ul class="ul" id="topic_mrl_kts_vhb__ul_j5v_tvn_b3b">
<li class="li">
<img class="image img-screenshot" id="topic_mrl_kts_vhb__image_tym_5ls_vhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zag_talk_best_practices23.png" width="150"><p class="p" dir="ltr"><strong class="ph b">Managers</strong> can listen in on calls to coach and train agents,
ensure compliance and identify customer &amp; agent pain points. Managers
should ensure their status is Offline to avoid receiving calls while they
are participating in an agent call.</p>
</li>
<li class="li">
<img class="image img-screenshot" id="topic_mrl_kts_vhb__image_ikv_5ls_vhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zag_talk_best_practices24.png" width="150"><p class="p" dir="ltr"><strong class="ph b">Agents</strong> can get help
from managers, receive in-the-moment feedback and get recognition for
positive performance</p>
</li>
<li class="li">
<img class="image img-screenshot" id="topic_mrl_kts_vhb__image_cll_vls_vhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zag_talk_best_practices34.png" width="150"><p class="p" dir="ltr"><strong class="ph b">Customers</strong> receive
consistent, high-quality support and can escalate without calling back or
getting transferred</p>
</li>
</ul>
<p class="p" dir="ltr">This results in:</p>
<ul class="ul" id="topic_mrl_kts_vhb__ul_a32_ddk_xhb">
<li class="li">A decrease in agent ramp-up time</li>
<li class="li">Adherence to quality assurance requirements</li>
<li class="li">Improvements to first call resolution and decrease callbacks</li>
<li class="li">Delivery of higher quality, more consistent customer experiences</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885902490-Monitoring-calls-with-the-Live-calls-dashboard-Talk-Professional-and-Enterprise-" target="_blank">Monitoring calls with the Live calls
dashboard</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ncy_5wp_xhb">
<h2 class="title topictitle2" id="ariaid-title3">Measuring your progress</h2>
<div class="body">
<p class="p">If you've configured CSAT (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886173338" target="_blank">Using CSAT</a>), you'll get an immediate
indication of how happy customers are with the resolution you provided. The <a class="xref" href="https://www.zendesk.com/blog/" target="_blank">Zendesk
blog</a> contains lots of information to help you achieve better CSAT. </p>
<p class="p">If you are trying to measure changes in your organizations operational efficiency,
first think about the goal. Are you trying to answer calls faster? Work with
less agents? Or something else?</p>
<p class="p">Once you understand the kind of metrics you want to measure, read some of the
following articles to see how you can use Support and Explore to report the
information you need.</p>
<ul class="ul" id="topic_ncy_5wp_xhb__ul_el5_jyp_xhb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885902490-Monitoring-calls-with-the-Live-calls-dashboard-Talk-Professional-and-Enterprise-" target="_blank">Monitoring calls with the Live calls
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831823514-Analyzing-call-activity-with-the-Talk-Professional-dashboard" target="_blank">Analyzing call activity with the Talk
dashboard</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409156145434-Metrics-and-attributes-for-Zendesk-Talk" target="_blank">Metrics and attributes for Zendesk
Talk</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836253338-Analyzing-call-data-with-Insights-Talk-Professional-and-Enterprise-" target="_blank">Analyzing your Talk activity</a></li>
</ul>
<p class="p">If you continuously monitor your progress, you'll be able to spot areas in which you
can improve, or areas in which you are performing well.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rtv_nw4_b3b">
<h2 class="title topictitle2" id="ariaid-title4">Next steps</h2>
<div class="body">
<div class="p">This article is one of a best practices series. Click the links below to visit the
other articles:<ul class="ul" id="topic_rtv_nw4_b3b__ul_hsm_zl2_1fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827760410" target="_blank">Best practices to plan for voice
support</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834266778" target="_blank">Best practices for rolling out voice
support</a></li>
<li class="li">Best practices for monitoring and maintaining voice support (this
article)</li>
</ul>
</div>
<p class="p">Also see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823838874-Zendesk-Talk-resources" target="_blank">Resources for voice support</a>.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408824050202",
"url": "https://support.zendesk.com/hc/en-us/articles/4408824050202-Best-practices-for-monitoring-and-maintaining-voice-support",
"headline": "Best practices for monitoring and maintaining voice support",
"description": "You can monitor your voice support call center using dashboards to track calls, measure customer satisfaction, and analyze operational metrics to identify areas for improvement.",
"articleSection": "Talk best practices",
"datePublished": "2021-10-16T03:45:45+00:00",
"dateModified": "2025-09-06T00:06:44+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408824050202"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Voice",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298861722"
}
}
}</script>