Call Center Feature
See every call.
Step in
when it matters.
One live screen for waiting calls, calls in progress, and every agent's status. Listen in, whisper to the agent, or join the call without leaving the page.
Waiting calls
3
1 past the threshold
Longest wait
0:48
Available agents
4 / 9
Service level · last hour
86%
Waiting
In conversation
- Sarah Collins · Tom Talking · 04:12TranscriptListenWhisperJoin
- +44 20 XXXX 0142 · Ayşe Wrap-up · 01:05
- On call 3
- Available 4
- Available · no device 1
- On break 1
Why it matters
The queue as it is now
Waiting calls, the longest wait, and available agents at the top. A waiting call turns yellow at three quarters of your service level threshold and red once it is passed.
Three ways into a call
Listen without anyone knowing. Whisper so only the agent hears you. Join, and the call becomes a three-way conversation.
Every agent at a glance
On a call, available, busy, on break, or away, and for how long. Agents marked "available, no device" are ready on paper but have no app or phone connected, so team calls do not reach them.
Read the call while it happens
With call transcription switched on, open the live transcript of any call in progress and decide whether to step in.
How It Works
Set up in four steps
- 1
Open live monitoring
Supervisors with access to reports and monitoring see it in the menu.
- 2
Narrow it down
Filter by number, team, user, or the queue the call landed in, and save the view you use every day.
- 3
Spot what needs you
A red waiting call, an agent on a long break, a call that runs long.
- 4
Step in
Listen, whisper, or join from the call's row, or open the agent's panel to see their day and change their status.
Use Cases
An agent's first week
The team lead listens to a new agent's calls and whispers the answer to a pricing question the agent has not learned yet.
A call that goes wrong
The supervisor reads the live transcript of an angry call, joins it, and takes over the conversation with the agent still on the line.
Monday morning rush
Four calls are waiting and the board shows two agents "available, no device". The supervisor asks them to open the app before the queue turns red.
FAQ
Frequently asked questions
No. When you whisper, only the agent hears you. When you join, the customer and the agent both hear you.
Users whose role includes reports and monitoring, on the Professional plan. Supervisors filter the screen by team; the permission itself covers the whole account.
Waiting calls, timers, and agent statuses are live. The service level card counts finished calls and is updated every 15 minutes.
No. You can step into a call once an agent has answered it. Waiting calls show how long they have been in the queue.