Monitoring calls with the Live calls dashboard

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4 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 Shaw

    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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