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Can I listen to an agent's call in real time?

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Yes! To do so, please follow these steps:

  • Sign into your account as an administrator or supervisor.
  • Access the "Reporting” section by clicking on the corresponding icon on the top menu.
  • Select the “Live" tab.
  • Click the 'Live Calls' widget to see a list of all calls currently In Progress or Queued.
  • Next to the call you want to monitor, click "Actions" and then “Monitor Call".

Note: If you usually use our Callbar, please make sure you disable it before monitoring a call by changing your Talkdesk main application to "Web Mode".

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