Monitoring calls with the Live calls dashboard

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6 Comments

  • Eric Engelman

    4+ years have passed while maintaining "listen in" will be available for non-admins someday and still no progress?  That's a long time to have something on a roadmap.  

     

     

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  • Nicole Saunders
    Zendesk Community Manager

    Hi all - 

    Another friendly reminder that comments on articles don't feed into the product feedback collection that our product managers use for prioritization. All feature requests, usability improvements, and other product feedback should be posted in the Feedback Topics in the community. Here is the place to provide feedback on things related to Zendesk Talk.

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  • Priscilla S

    We would like the ability for a manager to be able to listen in to a call and speak with the agent without the client hearing the manager. Is that option available?   

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  • Dave Dyson
    Zendesk Community Manager

    Hi Priscilla -

    I'm afraid that's not currently possible; perhaps chatting with the agent via Slack or another similar platform might be an option? I'd encourage you to use the link Nicole posted in her response above to provide us with feedback on our Talk product -- we have a template you can copy and paste into your post, to help provide our product team with the best information on your needs. Thanks!

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  • Tan Jee Han

    Hi there, may I know if regular agents have access to any form of dashboard UI/UX for them to monitor the following:
    1. no. of calls answered
    2. no. of calls missed
    3. no. of abandoned calls
    and any other metrics that an agent can track and monitor from their end?

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  • Michael Froeming
    Zendesk Customer Care
    Hi Tan,
     
    Agents on the default Staff role won't have access to the Talk dashboard. You can give them access via the default Talk roles or via custom roles with Talk dashboard access. Here's a related article as reference: Granting dashboard access with Talk roles.
     
    Here's an article that lists all the metrics that can be seen in the Talk dashboard: Zendesk Talk dashboard metrics reference.
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