Monitoring calls with the Live calls dashboard (Talk Professional and Enterprise)

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21 Comments

  • Jonny
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    This is great =) 

    1
  • Tikisha Dowden
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    Does this feature work with agent forwarding?

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  • Jenny Gillett
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    Hi Tikisha, 

    If I understand your question correctly then yes it works. 

    If you are monitoring a call and that call is transferred to another agent or forwarded to an external number, you can continue to monitor the call until it has ended. 

    Does this answer your question? 

     

    Jenny

     

     

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  • Josh
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    Jenny,

     

    I want to allow agents to have this feature, but don't want to give them the ability to manage all of the channels. Currently custom roles forces this. Can this be broken off in custom roles better?

    6
  • Tikisha Dowden
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    Thanks Jenny! You've answered my question.

    0
  • Jenny Gillett
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    Hi Josh, 

     

    This is a request we are hearing more and more, currently there is only 2 role you can give your agents and that is manage channels or admin. We are looking into how we assign our roles at a more granular level but this will be a bigger project in the future and not just tied to Call Monitoring. 

    Regards

    Jenny

     

    -1
  • Brad Harris
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    I have a similar question as Josh -

    One of the primary reasons why we were excited about this feature is to help our Tier 1 agents learn from our Tier 2 agents by listening in on the call after it has been transferred through call monitoring.

    I really need to be able to assign more granular permissions beyond "Agent" and "Admin".

    Is this something that can be implemented? It could be as simple as the dropdowns in the user profile:

    6
  • Alexander Holder
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    Very keen for triggers here for some advanced reporting. Current workaround isn't overly fun but this is a game changer

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  • Mie Dohn
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    Hi,

    I would like to use this feature for internal training, but I do not want to give all "staff" access to manage the channels. Is it somehow possible to allow the staff agents to listen to live conversations with out being af team leader or admin?  

    2
  • Jenny Gillett
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    Hi Mie, 

    Thanks for getting in touch, this is consistent with other feedback we have heard.  We understand the need to have more granular permissions by feature and/or by role. It is something we are actively looking at introducing into the product. I don't have any dates to share with you at this point so please bear with us. As soon as I have an update I will post it here. 

    Thanks

    Jenny

     

    -1
  • Noc
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    Hi Nora,

    There is also functionality to put the caller on hold, but we haven't figured out how to return back to the call from the dashboard?

     

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  • Maria
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    Jenny, any updates on changes to the access levels for live listening?

    We are looking for a solution for buddying/ side by side call listening, and it has been suggested to us to have agents do live listening. This is impractical if we are giving such high access to brand new agents or having to create zendesk users just to listen to calls. 

     

    1
  • Jenny Gillett
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    Hi Maria, 

    This work is still on our backlog and I do understand the need but unfortunately the work has not been prioritised as of yet. The only work around we have to offer you at this point is to give your agent manage channel permission but I realise the concerns you might have around that. Alternatively the other option for now is to use a splitter on your head sets. 

    I'm sorry I don't have a better update for you. 

    Thanks 

    Jenny 

     

     

    -1
  • Oliver Tietze
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    This article describes a feature which is NOT available in 'Professional' (as far as I can see).

    The Can view Zendesk Talk dashboard permission seems to be an 'Enterprise' only feature. But: it should be in Professional, as in a large enterprise it usually is not common to allow every agent to see the full list of agents, statistics and Benchmarks. It could (like in Germany) even be legally difficult to allow this.

    I assume this restriction was indeed meant to be available in 'Professional'.

    Could someone please show me how to do it ;)

    Regards

    Oliver

    0
  • Dane K
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    I'll just add my voice to the chorus of others asking for the granular permission.

    As we have external vendors who manage our call centers, we don't want those same TL's and Supervisors agents to have Admin level permissions in our system to manage all Channels. 

     

     

    1
  • Devan - Community Manager
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    Hello Dane,

    We currently don't have a timeline on this feature request at this time, but I would recommend reaching out to our Product Feedback channel and posting your requests so our devs can consider it for a future update.

    Talk Product Feedback

    Best regards,

    Devan

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  • Howard
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    We have a new Agent undergoing induction here at Raleigh UK . How may this agent listen in to the calls of the agent he is shadowing?

    Thank you

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  • Howard
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    PS we are using Jabra Pro wireless headsets

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  • Thomas de Silva
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    Hi Howard.

     

    You can do this using the monitoring function if.

    It requires that you are on Professional or Enterprise. You should also be able to pair two or more Jabra headsets. Please read here

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    1
  • Howard
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    Thank you. I now have the instructions of pairing a 2nd headset.  

    0
  • Deniz
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    Hi,

    Do we have to give 'Can manage channels and extensions' permissions to supervisors to be able to do live call monitoring?

    'Can manage channels and extensions' should be a admin level permisson, as channel configurations are sensitive and extensions usually contain very confidential information about your api endpoints and structures. Giving team leaders access to this sections doesnt make any sense.

    0

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