Using the Live calls dashboard, team managers can see at-a-glance all ongoing calls, listen in on agent conversations and barge in on calls when agents need support or escalation.
- Your account must be a member of theAdminorTeam leadTalk role in the Zendesk Admin Center. To learn how to configure roles for your users, seeGiving agents access to Talk.
- To listen to live calls, your Talk role must beTeam Lead(admins cannot access live calls).
- Users with only theAnalytics>View Zendesk Talk dashboardpermission cannot monitor calls.
- Users with the correct permission who don't have a Talk Agent seat can view the dashboard but not interact with calls.
This article contains the following topics:
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)
- 调用者数量
- 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, selectTalk.
- 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, clickListen.
Note:If a call shows a status ofIN 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):ClickBargeto join the call. The agent and caller will both hear a beep notifying them a third party has joined.
ClickEnd bargeto 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:ClickLeave call停止听电话。
- Listen into a call:To monitor a call without notifying the agent or caller, clickListen.
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
- InAdmin Center, click theChannelsicon () in the sidebar, then selectTalk and email > Talk.
- Click theHistorytab.
- Click theExport Monitoring CSVbutton.
The report will be emailed to the address associated with your user account.
8 Comments
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.
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.
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?
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 atemplateyou can copy and paste into your post, to help provide our product team with the best information on your needs. Thanks!
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?
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:亚博Zendesk说话仪表盘指标参考.
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?
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.
Pleasesign into leave a comment.