Using the live calls dashboard, team managers can see at-a-glance all ongoing calls, listen in on agent conversations, and join calls when agents need support or escalation.
This article contains the following topics:
Understanding live calls dashboard permissions
To give agents access to the live calls dashboard, you'll need to understand the following permissions:
Who can view the live calls dashboard?
To access the live calls dashboard, an agent must have the following permissions:
- A user account of the type "staff member"
- A Talk role of "Admin" or "Team lead"
Who can listen in on and join calls?
To listen in on calls, your agents must have the following permissions:
- A user account of the type "staff member"
- A Talk agent role of "Team lead" (admins cannot listen in on calls)
- On Enteprise plans, a Talk agent must be a member of a custom role with the permission "Manage channels and extensions". Users with only the Analytics > View Zendesk Talk dashboard permission cannot monitor calls.
For more information about configuring Talk permissions, see Giving agents access to Talk.
Viewing the live calls dashboard and monitoring calls
- The agent on the call
- The group the agent belongs to
- The call type (inbound or outbound)
- The caller number
- The ticket related to the call
- The call duration
Use the procedure below to learn how to open the live calls dashboard and monitor calls.
To view the live calls dashboard and monitor calls
- From the product tray, select Talk.
- In the new tab that opens, click the live calls icon in the sidebar.
The dashboard opens. You can filter the dashboard by agent or group name using the search field in the upper right.
- In addition to viewing live call information, the dashboard enables you to take the
following actions:
-
Listen into a call: To monitor a call without notifying the agent or caller,
click Listen. Note: If a call shows a status of IN MONITORING, it means that another administrator is already listening to the call. Only one user can listen to a call at a time.
-
Join an existing call (barge): Click Barge to join the call. The agent
and caller will both hear a beep notifying them a third party has joined.
Click End barge to leave and return to listening in to the call.
Note: Only one agent can barge into a call at a time. The original agent must remain on the call; if they disconnect, the call will end. - Stop listening in: Click Leave call to stop listening to the call.
-
Listen into a call: To monitor a call without notifying the agent or caller,
click Listen.
Auditing call monitoring activity
You can export a comma-separated values (CSV) file containing an audit report of call monitoring activity.
To the call monitoring activity report
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- Click the Usage charges tab.
- Click the Export CSV button, then select Export Monitoring CSV.
The report will be emailed to the address associated with your user account.
10 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.
1
Nicole Saunders
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.
0
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?
1
Dave Dyson
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!
-1
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?
0
Michael Froeming
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.
0
Jay Gianan
Hi is this a good view for us the most real time agent activity? like how many agents are available, on call, etc at any given time?
0
Alex
The Talk Dashboard is the tool you are looking for if you want to see how many agents are available or on call in real time.
You can find more information on the Talk Dashboard in our article: Analyzing call activity with the Talk Team dashboard.
0
Bernard Moriau
under section Auditing call monitoring activity, the info should be updated
There is no history tab. the info is now available under Usage charges
0
Rob Stack
Hi Bernard Moriau, thanks for pointing this out! It's now been corrected.
0