Monitoring calls with the live calls dashboard


Using the live calls dashboard, team managers can see at-a-glance all ongoing calls, listen in on agent conversations, and join calls when agents need support or escalation.


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Using the live calls dashboard, team managers can see at-a-glance all ongoing calls, listen
in on agent conversations, and join calls when agents need support or escalation.

This article contains the following topics:

Understanding live calls dashboard permissions
Viewing the live calls dashboard and monitoring calls
Auditing call monitoring activity



Understanding live calls dashboard permissions

To give agents access to the live calls dashboard, you'll need to understand the following
permissions:


Who can view the live calls dashboard?

To access the live calls dashboard, an agent must have the following permissions:

A user account of the type staff member
A Talk role of admin or team lead




Who can listen in on and join calls?

To listen in on calls, your agents must have the following permissions:

A user account of the type staff member
A Talk agent role of team lead (admins cannot listen in on calls)
On Enteprise plans, an agent must be a member of a custom role with the permission to manage channels and
extensions. Users with only the view Zendesk Talk dashboard permission cannot monitor
calls.

For more information about configuring permissions, see Giving agents access to Talk.




Viewing the live calls dashboard and monitoring calls

The live calls dashboard contains the following information for each live call:
The agent on the call
The group the agent belongs to
The call type (inbound or outbound)
The caller number
The ticket related to the call
The call duration


Use the procedure below to learn how to open the live calls dashboard and monitor
calls.

Note: When you monitor calls, ensure that your custom greetings provide adequate notice in
accordance with your state or country's telephone recording laws.
To view the live calls dashboard and monitor calls

Click the Zendesk products menu in the top bar, then select Voice.

In the new tab that opens, click the live calls icon in the sidebar.
The dashboard opens. You
can filter the dashboard by agent or group name using the search field in the upper
right.


In addition to viewing live call information, the dashboard enables you to take the
following actions:

Listen into a call: To monitor a call without notifying the agent or caller,
click Listen.

Note: If a call shows a
status of IN MONITORING, it means that another administrator is already
listening to the call. Only one user can listen to a call at a time.


Join an existing call (barge): Click Barge to join the call. The agent
and caller will both hear a beep notifying them a third party has joined.
Click End barge to leave and return to
listening in to the call.


Note: Only one agent can barge into a call at a time.
The original agent must remain on the call; if they disconnect, the call will end.



Stop listening in: Click Leave call to stop listening to the
call.





Note: You can continue to listen to and barge into calls even if they have been transferred to an
external number.




Auditing call monitoring activity

You can export a comma-separated values (CSV) file containing an audit report of call
monitoring activity.
To the call monitoring activity report

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
Click the Usage charges tab.
Click the Export CSV button, then select Export Monitoring CSV.


The report will be emailed to the address associated with your user account.


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