How do I monitor a call?
Use your phone to listen to a call in progress on a specified line without call interruption or intervention unless it’s needed.
GoTo Connect
Before you begin: The
call monitoring permission must be enabled in the user's settings.
Tip: You can adjust the call monitoring scope setting to determine if the user can only monitor calls for all users or specific users.
You cannot monitor lines assigned to multiple physical phones (this does not apply to the
GoTo app)
.
What to do next: To stop monitoring calls, hang up.
GoTo Contact Center
Effectively coach and support your agents by listening in real-time to their calls or watching their chat conversations in our GoTo app. Available for Complete only.
Before you begin: You must be
set up as a user and be assigned the
Supervisor role.
- The call monitoring permission must be enabled in the user's settings.
Tip: You can adjust the call monitoring scope setting to determine if the user can only monitor calls for all users or specific users.
- You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.
- To monitor calls:
- From Queues, select the desired queue.
- Under Actions, select
next to the agent you want to help. - Select whisper, listen, or barge.
- Hang up when you are done.
- To monitor chats:
- From Chats, select the desired queue.
- Under Actions, select > Watch conversation next to the chat(s) you want to watch.
Note: You can watch multiple chats at a time and will see a visual indicator when new messages are received. Use the search bar to filter the conversation by keywords as needed.Result: The chat window will pop up on the bottom of your app.
- Close the chat window you are done watching the conversation.