Fuze Contact Center allows you to listen in on a live call using the call monitoring feature in Fuze Desktop and Fuze Web.
You must have a supervisor license to be able to use this feature. Please refer to Accessing the Fuze Supervisor Console View for additional information.
With call monitoring, you have the ability to listen to an agent's call, whisper to an agent on a call, and join an agent's call. This feature has been available for agents assigned to a queue. With the release of Fuze 6.13, we introduced the ability for supervisors to also monitor agents outside of queues.
The available call monitoring options as follows:
- Monitoring Agent Queue Calls: As a supervisor, you can monitor calls between an agent and a customer. For additional information, please refer to Call Monitoring Agent Queue Calls.
- Monitoring Non-Queue Calls: As a supervisor, you can monitor other agent-related calls. For additional information, please refer to Call Monitoring Non-Queue Calls.
For additional information about the Supervisor Console, please refer to Supervisor Console Overview.