Live Voice Call Monitoring
CompletedMost call center voice systems allow a manager to listen in on an agent while they are on a live call. Most also allow that manager to "whisper" to the agent or even to "barge" in and take over the call.
I was very surprised to find that Zendesk cannot do this and has no plans for this. It may very well cause us to seek another solution as our customer service manager believes this to be a critical capability.
Does anyone know a workable solution?
Thanks,
-
Official comment
Hi all
We’re excited to announce that a new Call Monitoring tool is now available in beta for our Talk Advanced customers.
Learn more about what we are offering and sign up to be part of our beta.
Look forward to hearing your feedback!
-
This is also a crucial feature for us to scale our support operations and provide effective coaching to our new team members.
Is this feature in your roadmap?
-
Hey guys!
I checked with our Voice team on this. This functionality has been in very high demand and, while we're not actively working on it right now, it's very high on our priority list for future projects. This means, of course, that there are no details or dates to share right now, but rest assured that it's on the radar. :)
-
Hi Jessie,
Thank you for the info.
"It's very high on our list for future projects".
Is there any chance to see this implemented during the current year or most likely only in 2017?
-
Hey Daniel,
Like I mentioned above, there are no details or dates available. Priorities are constantly shifting, so it's really not possible to say at this time. We will definitely let you know when we have news to share!
-
Hi Jessie,
Is there any update on when this feature will be implemented?
A critical component of our onboarding process is to have the ability to monitor live calls for our new agents. This allows our managers to have proper oversight and help educate / assist new employees. It is necessary for our team development.
Any update you have on timing would be appreciated.
Thank you,
Meghan
-
I am in the process of transitioning my team over to Talk and am also very surprised to hear that this is not a supported feature. Is this in the works yet?
-
This is a key feature for any contact center solution dealing with voice. It would be great to see it as a part of the solution in the near future.
-
I have heard this is close to implementation.
Zendesk support - do you have any dates, and package level it will be available
thanks
-
Hey guys!
This feature is currently in a closed beta. This doesn't automatically mean that it's close to being released, but it does mean that it's something we're actively working on.
For the moment I don't have any details about whether there'll be an open beta at any point or when it'll be available for general release, but we will definitely let you know!
-
Hi Guys,
I’m very happy to announce the launch of Live Call Monitoring for our Talk Advance customers. From a new Live Calls Dashboard, Zendesk Admins can see at-a-glance all ongoing calls, listen in on agent conversations and barge in on calls when agents need support or escalation. Here is the link to the announcement and documentation where you can read more about the tool: https://support.zendesk.com/hc/en-us/articles/115004337927-Zendesk-Talk-Announcing-the-launch-of-Call-Monitoring
Thanks
Jenny
-
Any idea if the Whisper feature will ever be an option? When training we like to be able to whisper to the agents to assist in a call.
-
Hi all,
Thanks for the feedback. We're always looking to hear what our customers are looking for in terms of features. Whisper is something we have heard, however it is not currently on our radar to work on at this time. We've received feedback from customers too that they prefer not to whisper but to use other channels such as slack to provide guidance
Thanks
Neil
Neil Weldon | Director of Product
Please sign in to leave a comment.
13 Comments