Monitoring calls with the live calls dashboard

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">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. </p>
<p class="p"><img class="image img-screenshot" id="id_4408885902490__image_sg4_x4q_fz" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/live_dashboard.png"></p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408885902490__ul_sdq_lvr_xjb">
<li class="li"><a class="xref" href="#topic_ecz_tx5_lcc">Understanding live calls dashboard permissions</a></li>
<li class="li"><a class="xref" href="#topic_ekm_45r_xjb">Viewing the live calls dashboard and monitoring calls</a></li>
<li class="li"><a class="xref" href="#topic_l35_45r_xjb">Auditing call monitoring activity</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ecz_tx5_lcc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding live calls dashboard permissions</h2>
<div class="body">
<p class="p">To give agents access to the live calls dashboard, you'll need to understand the following
permissions:</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_wjl_ky5_lcc">
<h3 class="title topictitle3" id="ariaid-title3">Who can view the live calls dashboard?</h3>
<div class="body">
<p class="p">To access the live calls dashboard, an agent must have the following permissions:</p>
<ul class="ul" id="topic_wjl_ky5_lcc__ul_ox5_ry5_lcc">
<li class="li">A user account of the type staff member</li>
<li class="li">A Talk role of admin or team lead</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_rpk_ly5_lcc">
<h3 class="title topictitle3" id="ariaid-title4">Who can listen in on and join calls?</h3>
<div class="body">
<p class="p">To listen in on calls, your agents must have the following permissions:</p>
<ul class="ul" id="topic_rpk_ly5_lcc__ul_x2f_3z5_lcc">
<li class="li">A user account of the type staff member</li>
<li class="li">A Talk agent role of team lead (admins cannot listen in on calls)</li>
<li class="li">On Enteprise plans, an agent must be a member of a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832292506" target="_blank">custom role</a> with the permission to manage channels and
extensions. Users with only the view Zendesk Talk dashboard permission cannot monitor
calls.</li>
</ul>
<p class="p">For more information about configuring permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882966170" target="_blank">Giving agents access to Talk</a>.</p>
</div>
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</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ekm_45r_xjb">
<h2 class="title topictitle2" id="ariaid-title5">Viewing the live calls dashboard and monitoring calls</h2>
<div class="body">
<div class="p">The live calls dashboard contains the following information for each live call:<ul class="ul" id="topic_ekm_45r_xjb__ul_uzl_nr5_dz">
<li class="li">The agent on the call</li>
<li class="li">The group the agent belongs to</li>
<li class="li">The call type (inbound or outbound)</li>
<li class="li">The caller number</li>
<li class="li">The ticket related to the call</li>
<li class="li">The call duration</li>
</ul>
</div>
<p class="p">Use the procedure below to learn how to open the live calls dashboard and monitor
calls.</p>
<div class="note note">
<span class="notetitle">Note:</span> When you monitor calls, ensure that your custom greetings provide adequate notice in
accordance with your state or country's telephone recording laws.</div>
<p class="p"><strong class="ph b">To view the live calls dashboard and monitor calls</strong></p>
<ol class="ol" id="topic_ekm_45r_xjb__ol_z1g_kvr_xjb">
<li class="li">Click the Zendesk products menu in the top bar, then select <strong class="ph b">Voice</strong>.<p class="p"><img class="image" id="topic_ekm_45r_xjb__image_ag1_42t_m2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/product_tray_v2.png" width="200"></p>
</li>
<li class="li">In the new tab that opens, click the live calls icon in the sidebar. <p class="p"><img class="image img-screenshot" id="topic_ekm_45r_xjb__image_bbg_kvr_xjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/live_calls_dashboard.png"></p>
<p class="p">The dashboard opens. You
can filter the dashboard by agent or group name using the search field in the upper
right.</p>
<p class="p"><img class="image img-screenshot" id="topic_ekm_45r_xjb__image_cbg_kvr_xjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_monitor_filter.png"></p>
</li>
<li class="li">In addition to viewing live call information, the dashboard enables you to take the
following actions:<ul class="ul" id="topic_ekm_45r_xjb__ul_am4_1xr_xjb">
<li class="li">
<strong class="ph b">Listen into a call:</strong> To monitor a call without notifying the agent or caller,
click <strong class="ph b">Listen</strong>. <p class="p"><img class="image img-screenshot" id="topic_ekm_45r_xjb__image_dbg_kvr_xjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/callmonitoring_listen.png"></p>
<div class="note note">
<span class="notetitle">Note:</span> If a call shows a
status of <strong class="ph b">IN MONITORING</strong>, it means that another administrator is already
listening to the call. Only one user can listen to a call at a time.</div>
</li>
<li class="li">
<strong class="ph b">Join an existing call (barge):</strong> Click <strong class="ph b">Barge</strong> to join the call. The agent
and caller will both hear a beep notifying them a third party has joined.<p class="p"><img class="image img-screenshot" id="topic_ekm_45r_xjb__image_ebg_kvr_xjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/callmonitoring_barge.png"></p>
<p class="p">Click <strong class="ph b">End barge</strong> to leave and return to
listening in to the call.</p>
<p class="p"><img class="image img-screenshot" id="topic_ekm_45r_xjb__image_fbg_kvr_xjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/callmonitoring_endbarge.png"></p>
<div class="note note">
<span class="notetitle">Note:</span> 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.
</div>
</li>
<li class="li">
<strong class="ph b">Stop listening in:</strong> Click <strong class="ph b">Leave call</strong> to stop listening to the
call.</li>
</ul>
</li>
</ol>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can continue to listen to and barge into calls even if they have been transferred to an
external number.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_l35_45r_xjb">
<h2 class="title topictitle2" id="ariaid-title6">Auditing call monitoring activity</h2>
<div class="body">
<p class="p">You can export a comma-separated values (CSV) file containing an audit report of call
monitoring activity.</p>
<p class="p"><strong class="ph b">To the call monitoring activity report</strong></p>
<ol class="ol" id="topic_l35_45r_xjb__ol_qzk_jjj_2z">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_l35_45r_xjb__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Usage charges</strong> tab.</li>
<li class="li">Click the <strong class="ph b">Export CSV</strong> button, then select Export Monitoring CSV.<p class="p"><img class="image" id="topic_l35_45r_xjb__image_y2t_sxz_dcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_export_monitoring.png" width="600"></p>
</li>
</ol>
<p class="p">The report will be emailed to the address associated with your user account.</p>
</div>
</div>
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