Telephony
Supervisor Listening Positions
A supervisor station with all live calls: listen, whisper, or join the conversation.
Each supervisor has their own listening position: a dashboard with connected agents, their active calls, and the status of each queue. From there, they can listen silently, provide guidance to the agent without the customer hearing, or take over the call when necessary.
Modes
Listen · Whisper · Barge-in
Access
By role and permissions
Positions
[to be confirmed]
Three ways to support a call
Switch modes to see who hears whom.
Valeria Ortiz ↔ Martín Ferreyra
+54 11 5555-0142 · Outbound · 04:12
Customer
can't hear supervisor
Rep
can't hear supervisor
Supervisor
mic off
The supervisor hears the call. Nobody hears them.
What's included
Silent Monitoring
Join any active call without interrupting the customer or agent.
Whisper
Speak only to the agent to guide them in real-time during a negotiation.
Barge-in
Join the call in a three-way conversation or take control when the situation requires it.
Multiple Positions per Team
Assign positions by supervisor, queue, or campaign according to your roles and permissions.
How it works
- 01
Open your position
See agents, ongoing calls, times, and queues on a single dashboard.
- 02
Detect Alerts
Long calls, keywords, or upset customers are highlighted automatically.
- 03
Listen or Whisper
One click to listen, another to guide the agent.
- 04
Evaluate
Leave a quality score at the end, linked to the recording.
Use cases
Contact Centers
Supervisors supporting new agents on their first calls.
Collections
Intervening in delicate negotiations before the agreement is lost.
Consultative Sales
Guiding high-value closings without interrupting the customer.