Announcing native call monitoring in Contact Center

Announced on | Rollout on
June 29, 2026 | June 29, 2026

We're excited to announce the availability of native call monitor and barge capabilities for Zendesk Contact Center. This new feature enables supervisors to listen to and participate in calls directly from their workflow, providing the same robust call management tools you enjoyed in the legacy Zendesk Contact Center app, but natively.
This announcement answers the following questions:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Monitor and barge give supervisors two distinct call management modes.

Silent Monitoring

From the Amazon Connect Agents dashboard, a supervisor can select a call to listen to. Clicking the button to monitor a call opens the relevant ticket in Zendesk with the call already in listen mode. The supervisor is not heard or seen by the other participants. Up to two supervisors can monitor a single call simultaneously, enabling team supervision and training.

Barge: Joining the call as an Active Participant

When intervention is needed, supervisors can switch from silent monitoring to joining the call. After joining, all other participants will be able to hear the supervisor. Only one supervisor can join the call at a time to avoid confusion. Once joined, supervisors have complete control over the call, including the ability to record or pause recordings, pause or mute other participants. However, supervisors cannot be muted, placed on hold, or disconnected by other participants, preserving their authority and preventing disruption.

Why is Zendesk making this change?

Today's release is a major milestone on the road to making Zendesk Contact Center fully native. We're increasingly delivering feature parity compared with the marketplace app version while creating a much better, more integrated experience than before.

What do I need to do?

The feature will be available immediately after the rollout is complete.

For more information, see Configuring call monitoring in Contact Center and Monitoring and joining calls in Contact Center.

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.