Live Voice Call Monitoring

Completed

13 Comments

  • Official comment
    Jenny Gillett
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    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! 

     

     

  • Daniel Figueiredo
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    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?

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  • Jessie Schutz
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    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. :)

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  • Daniel Figueiredo
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    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?

    1
  • Jessie Schutz
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    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!

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  • Meghan
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    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

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  • Julie
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    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?

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  • Prasun
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    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.

    1
  • Paul W
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    I have heard this is close to implementation.

    Zendesk support - do you have any dates, and package level it will be available

     

    thanks

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  • Jessie Schutz
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    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!

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  • Jenny Gillett
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    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

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  • Jackie Ready
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    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. 

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  • Neil Weldon
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    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

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