Requires administrator rights or the following permission:

You are able to listen live to your agents while they're in a call. This allows for quick feedback on the conversation between the agent and the lead.

  1. Go to Insights in the menu on the left and choose Live.

  2. Locate the agent you want to listen to and click on the circle next to them. Psst... Agents talking are marked with a green color.

  3. You're now listening to the agent's call.

  4. You can also use the whisper function to talk directly to the agent without the lead hearing, e.g., if they need help or some information during the call. To do so, click the grey bubble that overlaps the speaker icon when listening live.

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