What is the difference between listen, whisper and barge?

Listen lets a supervisor hear the call without anyone knowing. Whisper lets the supervisor speak to the agent only, so the contact hears nothing. Barge adds the supervisor to the call so both the agent and the contact hear them.

Can I limit who is allowed to listen to calls?

Yes. Listen, whisper and barge are three separate permissions, on top of the permission to view the supervision screen. Agents never have access to supervision.

Can I change the dial ratio while a campaign is running?

Yes. From the campaigns tab, open the dialing settings to change the method, the maximum lines per agent, the queue size, answering-machine detection or the caller ID pool. The campaign keeps dialing with the new settings.

What does the unreachable alert mean?

It flags agents who appear available but whose browser softphone is not registered, for example after a network drop. The dialer cannot send them calls until they reconnect, so the alert lets you step in before leads wait.

Do supervisors need a separate phone to listen?

No. Monitoring uses the supervisor's browser softphone, the same one agents use. The monitor buttons are available once that softphone is ready.

Live supervision

See every call as it happens. Step in with one click.

Whether you lead a sales team, a support desk or a contact center, one screen shows who is talking, waiting, wrapping up or paused, which lists are running low and which calls went unanswered. Supervisors listen, whisper or barge in, and adjust a campaign while it keeps dialing.

live tabs, from agents to unanswered calls: 7
monitoring modes: listen, whisper and barge: 3
fastest refresh rate: 1 s

how it works

See every agent, campaign and call in real time, then listen, whisper or barge in from the same screen.

Monitoring
Listen in silence, coach the agent without the contact hearing, or join the call as a third voice. Each mode is a separate permission, so a team lead can listen without being able to barge. Arm monitoring on an agent between calls and you join their next call as soon as it connects, then stay on across their calls until you stop.
- Listen, whisper and barge, each granted separately
- Monitoring armed before the agent's next call
- Force logout from the agents tab
- Team-scoped managers act only on their own teams' agents
Campaign control
Open a campaign's dialing settings from the supervision screen: dialing method, maximum lines per agent, queue size, answering-machine detection, and the caller ID pool with its rotation. Changes apply while the campaign runs. Pause, resume or stop each list and see how many contacts are left to call.
- Dialing method, ratio and queue size edited live
- Answering-machine detection and caller ID pool
- Pause, resume or stop each list
- List progress: not called, to call, callbacks, completed, abandoned
Live KPIs
A header strip counts agents logged in, waiting, on a call, in wrap-up, viewing a contact and paused, next to outbound calls ringing and connected and inbound callers waiting. When an agent shows as available but their softphone is not registered, a red alert tells you the dialer cannot reach them.
- Agent states counted live
- Outbound ringing and connected, inbound waiting
- Unreachable alert for softphones that dropped
- Refresh every second up to once a minute, or pause it

What's included

Everything around live supervision

Live calls

Every call in progress, with number, campaign, status, agent and duration.

Inbound tab

Active inbound calls with caller, campaign and the agent handling them.

Unanswered calls

Calls that went unanswered, with time, campaign, number and duration.

Lines tab

A running chart of outbound lines in use against connected calls.

Audible alerts

Sound alerts for supervisors, with a mute button when you need quiet.

Separate permissions

Viewing, listening, whispering, barging and agent control are granted one by one.

Live supervision: questions

Short answers to what teams ask us most. Something else on your mind? Talk to us

Listen lets a supervisor hear the call without anyone knowing. Whisper lets the supervisor speak to the agent only, so the contact hears nothing. Barge adds the supervisor to the call so both the agent and the contact hear them.
Yes. Listen, whisper and barge are three separate permissions, on top of the permission to view the supervision screen. Agents never have access to supervision.
Yes. From the campaigns tab, open the dialing settings to change the method, the maximum lines per agent, the queue size, answering-machine detection or the caller ID pool. The campaign keeps dialing with the new settings.
It flags agents who appear available but whose browser softphone is not registered, for example after a network drop. The dialer cannot send them calls until they reconnect, so the alert lets you step in before leads wait.
No. Monitoring uses the supervisor's browser softphone, the same one agents use. The monitor buttons are available once that softphone is ready.

Works with

Pair it with

Bring every customer conversation into one place

Calls, SMS, WhatsApp, email and chat in one inbox, on one invoice. Start with one team, then grow.