In this article, we will show how to listen to agent calls live.
You are able to listen live to your agents while they call. This allows for quick feedback on the conversation between the agent and the lead.
Guide to this function
1. Select "Insights" from the menu on the left. Select "Live."
2. Select the speaker icon for the employee you want to listen to:
3. You are now listening to the active call.
4. You also have the possibility to talk directly to the agent without the customer knowing. Simply just press the small grey icon in the top of the blue circle which also is shown above.