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: You must have
monitoring permissions.
- You must use ACL monitoring permissions to listen to others who have monitoring permissions.
- 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.
- You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.
- You must use ACL monitoring permissions to listen to others with monitoring permissions.