Team Monitor
Real-time agent monitoring with listen, whisper, and barge capabilities in VoiceCenter.
The Team Monitor is your real-time view of agent activity. It shows who is available, who is on a call, and who is in after-call work. You can also join active calls to coach or assist agents.
Overview
Navigate to Team > Monitor to open the Team Monitor. The page displays a card or row for each agent in your team (or all agents, depending on your permission level).
Each agent entry shows:
| Field | Description |
|---|---|
| Agent Name | The agent's full name |
| Status | Current state: Available, On Call, ACW, Offline, or Away |
| Current Call | If on a call, shows the caller number, direction (inbound/outbound), and call duration |
| Queue | The queue the agent belongs to (if applicable) |
| Time in State | How long the agent has been in their current state |
Agent States
| State | Meaning | Color |
|---|---|---|
| Available | Ready to receive calls | Green |
| On Call | Currently handling a call | Blue |
| ACW | In after-call work, completing wrap-up | Yellow |
| Away | Temporarily unavailable (break, meeting) | Orange |
| Offline | Not logged in or softphone disconnected | Gray |
Real-Time Updates
The Team Monitor receives agent and call events over a WebSocket connection. Updates appear instantly:
- An agent logs in -- their card switches from Offline to Available.
- A call connects -- the card shows the caller details and a live timer.
- A call ends -- the agent moves to ACW, then back to Available.
- Connection drops -- the system automatically reconnects. If WebSocket is unavailable, it falls back to polling.
No manual refresh needed
The page is fully live. You do not need to click refresh. All state changes are pushed to your browser in real time.
Call Intervention
The Team Monitor provides three levels of call intervention for active calls. Each requires the corresponding permission key.
Listen (Silent Monitoring)
Listen to an active call without the agent or caller knowing.
Permission required: monitor.listen
Find the active call
Locate the agent who is currently on a call (status shows "On Call").
Click Listen
Click the Listen button on the agent's card. Your audio connects to the call in listen-only mode.
End monitoring
Click Stop to disconnect from the call. The call continues normally.
Whisper (Agent Coaching)
Speak to the agent during an active call. Only the agent hears you -- the caller cannot.
Permission required: monitor.whisper
Click Whisper on an active call
Click the Whisper button on the agent's card.
Coach the agent
Speak normally. The agent hears your coaching through their headset. The caller hears nothing.
Stop whispering
Click Stop to end the whisper session.
Whisper is ideal for training new agents. You can guide them through a difficult call without the caller knowing a supervisor is involved.
Barge (Join the Call)
Join the call as a third participant. Both the agent and the caller can hear you.
Permission required: monitor.barge
Click Barge on an active call
Click the Barge button on the agent's card.
Speak to both parties
You are now in a three-way call. Use this for escalation or to resolve a dispute directly.
Leave the call
Click Stop to exit. The agent and caller remain connected.
Filtering and Search
On larger teams, use the filters to narrow the view:
- Status filter -- Show only agents in a specific state (e.g., On Call, Available).
- Team filter -- If you have
monitor.view_all, filter by team. - Search -- Type an agent name to find them quickly.
Agent State Changes
Supervisors with the appropriate permissions can change an agent's state. For example, if an agent forgets to log out, you can set them to Offline from the monitor.