Monitoring an active voice call in Zoom App

This post was most recently updated on July 23rd, 2022

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.

Note: Upon the transfer of a call from one agent to another, a banner message will appear on the screen of the original agent on the call, confirming the transfer of the call to another agent or supervisor and the new agent’s name.

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.

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)

  1. Start Zoom’s desktop client and sign in to your account.
  2. The Contact Center tab will appear when you click on it.
  3. Click Engagements from the left-side navigation menu on the left side of the screen.
  4. Locate the voice call that you are interested in monitoring by going to the Active tab.
  5. 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.