There are a number of call monitoring tools available for admins and supervisors to use on active agents engagements, such as:
- Listen: A consumer cannot be aware that you are listening to their call.
- Note: In order to notify the agent that you are listening to the voice call, a notification bar will appear on the screen.
- Whisper: The consumer does not need to be aware of the fact that you are speaking to the agent.
- Barge: If you would like to speak with all parties on a call, join the call. We will now be able to have a three-way conversation over the phone.
Several possible use cases are illustrated by the following scenarios, which serve as examples of possible use cases:
- Front desk receptionist: It is possible for the receptionist to barge in and inform an employee of an important call that has occurred while he or she is on another important call during a busy period.
- Call center supervisor: In order to ensure high-quality service, supervisors can silently watch their agents converse with their customers while they are on the phone, then barge into the call if necessary.
- Group trainer: During a call between an agent and a customer, a group trainer can listen to what the agent says to the customer and provide advice by whispering to the agent on how to handle the situation.
Contents
Prerequisites for monitoring an active voice call
- In order to use Zoom desktop client for Mac or Windows, you need version 5.9.3 or higher
- Account options include Pro, Business, and Education accounts
- Licenses for Zoom Contact Center are available for purchase
- Ownership or administrative privileges of an account are required
How to monitor a voice call (listen, whisper, or barge)
- Start Zoom’s desktop client and sign in to your account.
- The Contact Center tab will appear when you click on it.
- Click Engagements from the left-side navigation menu on the left side of the screen.
- Locate the voice call that you are interested in monitoring by going to the Active tab.
- If you would like to monitor the call, you can click on any of the following options in the last column:
- Listen: Listen to a consumer’s call without letting them know that you are doing so.
- Note: As soon as you begin to listen to the voice call, an indicator bar will appear informing the agent that you are listening to it.
- Whisper: Communicate with the agent without letting the consumer know that you are doing so.
- Barge: Speak to all parties on a conference call by joining the call. A three-way call will be established as a result of the call.
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Frequently Asked Questions
Can a Zoom call be monitored?
Please note that by default this feature is disabled, so if you want to monitor calls, you will be unable to do so. It is possible for the administrator to enable call monitoring, and then a new group can be created to listen, whisper, barge in, or take over calls with the ability to listen, whisper, barge, or take over calls.
How do I use Zoom to track calls?
All of your phone users’ logs can be viewed through your account, and you can access them at any time. You will need to sign in to the account you wish to access using Zoom’s web portal if you wish to access it. Click on Phone System Management in the navigation menu and then click on Logs in the submenu. On the tab called Calls, click on the button.
Are all Zoom calls recorded?
Recordings are taken automatically when you make a Zoom Phone call. An audio prompt can be designed on your system so that parties can be notified that the call will be recorded so that they can prepare for it.
Can you hear whispers on Zoom?
It’s easy to hear you with a microphone!
The purpose of these microphones is to be able to pick up faint sounds and amplify them in order to increase their strength. Despite the fact that you don’t have your mouth right in front of the mic, the idea is to make your voice heard even though your mouth isn’t right next to the mic. However, this may mean that a tiny whisper, your squeaking chair, or even your dog will be amplified by the increase in volume.
Can my boss spy on my Zoom meetings?
The Zoom app is still being used by some of Zoom’s more controversial tools for snooping, even though Zoom has disabled some of its more controversial tools for snooping. Despite Zoom having disabled some of its more controversial tools for snooping, your boss can still use Zoom to monitor your work. For your work meetings, you should use your work Zoom account and for your personal meetings, you should use your personal Zoom account. It is best if you save the recording of a meeting to your desktop if you don’t want anyone to see it.