What you’ll build
A monitoring setup where your team can:- Listen to a live call as it happens, from a phone or tablet
- See which calls are active in the dashboard
Live Monitor is listen-only today. Taking over a live call is planned for later.
Before you start
- A phone number attached to an agent
- Dashboard access for the people who will monitor
Live Monitor is enabled per phone number. Numbers with Live Monitor enabled bill inbound minutes at $0.09. See Pricing for the full breakdown.
Steps
1
Enable Live Monitor on the number
In your dashboard, open the phone number you want to monitor and turn on Live Monitor. Once enabled, calls on that number appear live in the dashboard while they are happening.
2
Watch calls in progress
Open the monitor view in your dashboard. Active calls show up as they happen, so your team can see what is live at any moment.
3
Listen in on a live call
From a call in progress, your team can listen to the audio live — hearing both the caller and the agent as the conversation unfolds. See Listening to live calls for how the live audio works.
What’s next
- Review Live Monitor for the full behaviour and settings.
- Turn on Call recording to keep audio for review after the call.
- Use Post-call analysis to summarise every call automatically.
Live Monitor
Seeing calls as they happen.
Listening to live calls
Hearing live call audio in real time.