Live Call Monitoring (Listen & Whisper)
Introduction
One of the most powerful supervision tools in AgentTech Dialer is Live Call Monitoring. With Listen and Whisper modes, you can silently observe live conversations between your agents and callers, and — when needed — coach your agents in real time without the caller ever knowing. This guide covers everything you need to know about both modes, from setup and prerequisites to best practices and real-world use cases.
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Prerequisites
Before you can use Listen or Whisper, make sure the following requirements are met:
- Your role must be Supervisor or Admin. Standard agent accounts do not have access to monitoring features. If you do not see the Listen or Whisper buttons, contact your administrator to verify your role.
- The agent must be On Call. The Listen and Whisper buttons only appear on agent cards when the agent's status shows On Call — meaning they are actively speaking with a caller. You cannot monitor an agent who is in Available, Away, Offline, or any other status.
- Audio equipment: For Whisper mode, you need a working microphone connected to your computer. A headset is strongly recommended to prevent echo and background noise from reaching the agent. For Listen mode, speakers or headphones are sufficient.
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Understanding the Two Modes
Listen Mode (Silent Monitoring)
Listen mode lets you hear both sides of a live conversation — the agent and the caller — in real time. It is completely silent and invisible:
- The agent does not know you are listening. No notification, sound, or visual indicator appears on the agent's screen.
- The caller does not know you are listening. There is no beep, tone, or announcement played to the caller.
- You cannot be heard. Even if you speak, neither the agent nor the caller will hear you while in Listen-only mode.
Think of Listen mode as looking through a one-way mirror: you can observe everything, but nobody in the room knows you are there.
Whisper Mode (Agent-Only Coaching)
Whisper mode lets you speak directly to the agent while they are on a live call. Here is how it works:
- Only the agent hears you. Your voice is transmitted to the agent's headset or speakers.
- The caller is completely unaware. The caller cannot hear anything you say to the agent. From the caller's perspective, the conversation continues normally.
- The agent can hear both you and the caller. The agent hears the full conversation with the caller plus your coaching instructions layered on top.
Whisper mode is like having a discreet earpiece — you can guide your agent through objections, remind them about compliance disclosures, or help them navigate complex situations without interrupting the caller experience.
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How to Start Listening
Follow these steps to begin silent monitoring of a live call:
- Open the Supervisor Dashboard by clicking Supervisor in the left navigation menu.
- Locate the agent you want to monitor. Use the Search Agent field or the Filter by Status dropdown (set it to "On Call") to quickly find agents who are currently on a live call.
- Find the Listen button on the agent's card. When an agent is On Call, a Listen button appears on their card alongside the other action buttons.
- Click Listen. The monitoring session begins immediately.
- You will hear both sides of the conversation through your speakers or headphones. The audio plays in real time with minimal delay.
That is all there is to it. You are now silently monitoring the call.
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How to Start Whispering
To begin coaching an agent during a live call:
- Make sure you are already listening to the call or locate an agent who is On Call on the Supervisor Dashboard.
- Click the Whisper button on the agent's card. The Whisper button appears alongside the Listen button when the agent is On Call.
- Speak into your microphone. Your voice will be heard only by the agent.
- The caller remains completely unaware of your presence. They will hear only the agent's side of the conversation as usual.
Using Listen and Whisper Simultaneously
You can use both modes at the same time. This is the most common real-world scenario:
- Click Listen to begin hearing both sides of the conversation.
- Click Whisper to enable your microphone so the agent can hear your coaching.
- You now have full situational awareness: you hear the entire conversation and you can guide the agent in real time.
This combination is incredibly powerful for on-the-spot coaching during challenging calls.
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Multiple Supervisors on the Same Call
AgentTech Dialer supports multiple supervisors monitoring the same call simultaneously. This is useful for:
- Training new supervisors. A senior supervisor can listen alongside a new supervisor and discuss coaching strategies after the call.
- Quality assurance reviews. Multiple QA reviewers can assess the same call independently.
- Escalation situations. If a call requires attention from multiple team leads, they can all listen in without interfering with each other.
Each supervisor independently controls their own Listen and Whisper state. One supervisor can be in Listen-only mode while another is actively whispering.
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When to Use Listen Mode
Listen mode is ideal for a variety of supervision and quality assurance scenarios:
Quality Assurance Spot Checks
Schedule regular listening sessions throughout the week. Randomly selecting calls to monitor gives you an unbiased view of call quality. Aim to listen to at least 2–3 calls per agent per week.
Training Observation
When a new agent joins the team, listen to their first several days of calls to assess how well they are applying their training. Take notes on areas where they excel and areas where they need additional coaching.
Compliance Monitoring
For industries with regulatory requirements — such as insurance, finance, or healthcare — listening to live calls ensures agents are delivering required disclosures, following scripts, and adhering to compliance guidelines. If you hear a compliance gap, you can immediately switch to Whisper mode to remind the agent.
New Agent Onboarding
During the first one to two weeks of a new agent's tenure, plan to listen to a higher volume of their calls. This helps you:
- Catch bad habits early before they become ingrained.
- Provide positive reinforcement when they handle calls well.
- Identify specific training topics to revisit in one-on-one coaching sessions.
Dispute and Escalation Review
When a caller requests to speak with a manager or files a complaint, listen to the call in real time to understand the situation before stepping in. This gives you context so you can make informed decisions about how to handle the escalation.
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When to Use Whisper Mode
Whisper mode is your secret weapon for real-time coaching. Use it in these situations:
In-the-Moment Coaching for Struggling Calls
If you are listening to a call and hear the agent fumbling through a pitch or losing control of the conversation, whisper a quick tip: "Slow down and ask them what their biggest concern is." The agent can course-correct immediately instead of losing the sale.
Helping with Objection Handling
When a caller raises an objection the agent has not encountered before, whisper the appropriate response: "Acknowledge their concern, then explain the value of..." The agent gets real-time support without the caller knowing.
Reminding About Compliance Disclosures
If you notice an agent is about to skip a required disclosure, whisper a prompt: "Don't forget the privacy disclosure before collecting their information." This prevents compliance violations in real time.
Guiding Through Complex Situations
Some calls involve unusual scenarios — an edge-case product question, a unique customer situation, or a multi-step process the agent rarely encounters. Whisper step-by-step instructions so the agent can handle it confidently.
Motivating and Encouraging
Whisper mode is not just for corrections. Use it to encourage agents during a call that is going well: "Great job handling that objection — keep going!" Positive reinforcement in the moment builds confidence and morale.
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Stopping Monitoring
When you are finished monitoring a call:
- Click the Stop button that appears while you are in Listen or Whisper mode.
- The monitoring session ends immediately.
- The agent and caller are not notified that monitoring has stopped (just as they were not notified when it started).
You can stop listening and whispering independently. For example, you can stop whispering but continue listening, or end the entire session at once.
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Audio Requirements and Setup
For Listen Mode
- Speakers or headphones connected to your computer.
- Headphones are recommended to prevent call audio from being overheard by others nearby.
For Whisper Mode
- A working microphone is required. Without a microphone, you can listen but cannot whisper.
- A headset (headphones with a built-in microphone) is strongly recommended. This prevents echo — if your microphone picks up the call audio from your speakers, it could create a feedback loop.
- Test your microphone before your first whisper session. Go to your computer's sound settings and confirm that your microphone is detected and the input level moves when you speak.
Recommended Setup
For the best monitoring experience, use a USB headset with a noise-canceling microphone. This ensures:
- Clear audio when listening to calls.
- Clean, echo-free whisper audio for the agent.
- Background noise from your office does not leak into the agent's ear.
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Best Practices for Effective Monitoring
1. Listen Regularly for Quality Assurance
Make listening a habit, not an occasional event. Schedule blocks of time each day or week dedicated to monitoring calls. Consistency helps you stay aware of team quality trends.
2. Listen First, Whisper Second
When you join a call, spend at least 30–60 seconds listening before you whisper anything. Understand the context of the conversation first. Jumping in with coaching too quickly can confuse the agent if you do not have the full picture.
3. Keep Whisper Messages Short and Clear
Agents are juggling a conversation with a caller and your coaching at the same time. Keep your whisper instructions brief and actionable:
- Good: "Ask about their budget."
- Too long: "You should probably ask them what their budget looks like because that will help you figure out which product to recommend and close the sale more effectively."
4. Whisper Sparingly to Avoid Distraction
Too much whispering can overwhelm the agent and actually hurt their performance. Use whisper only when it is truly needed — not as a running commentary on every sentence.
5. Be Encouraging in Whisper Mode
Balance corrective coaching with positive feedback. If the agent handles a tough question well, whisper: "Nice job!" A little encouragement goes a long way, especially for newer agents.
6. Follow Up After Calls
After a monitored call, take a few minutes to debrief with the agent (either via a quick call, chat, or during your next one-on-one). Share what you observed, what they did well, and specific areas for improvement. Coaching is most effective when the call is fresh in everyone's memory.
7. Document Coaching Moments
Keep a brief log of the calls you monitored and the coaching you provided. This documentation helps you:
- Track improvement over time.
- Identify recurring issues that need broader training.
- Prepare for performance reviews with specific examples.
8. Use Listen Mode for Training New Agents
Before a new agent starts taking live calls, have them sit with you while you listen to an experienced agent's calls. Then, when the new agent begins taking calls themselves, listen to their calls and provide feedback using Whisper and post-call debriefs.
9. Coordinate with Other Supervisors
If multiple supervisors are monitoring the same team, coordinate so you cover different agents and time periods. This ensures broader coverage and prevents redundant monitoring of the same calls.
10. Respect Privacy and Trust
While silent monitoring is a powerful tool, use it responsibly. The goal is to improve agent performance and ensure quality, not to micromanage. Agents who feel trusted and supported perform better than agents who feel watched and judged.
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Common Questions
Q: Will the agent know I am listening?
A: No. Listen mode is completely silent. The agent receives no notification, sound, or visual indicator.
Q: Can the caller hear me when I whisper?
A: No. Whisper audio is routed exclusively to the agent. The caller cannot hear anything you say.
Q: Can I listen to a recorded call instead of a live call?
A: Listen and Whisper are for live calls only. To review recorded calls, use the Call Recordings section in the Reports area.
Q: What if my microphone is not working during a whisper session?
A: If the agent cannot hear you, check your computer's audio settings to make sure the correct microphone is selected and the input volume is adequate. A headset with a USB connection is the most reliable option.
Q: Can I monitor calls from my mobile device?
A: The Supervisor Dashboard is designed for desktop browsers. For the best experience, use a laptop or desktop computer with a headset.
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Summary
Live Call Monitoring gives supervisors the ability to observe and coach in real time without disrupting the caller experience. Listen mode provides silent, invisible access to both sides of a conversation, while Whisper mode lets you coach the agent with the caller completely unaware. Together, they are the most direct, immediate tools you have for improving call quality, ensuring compliance, and developing your agents' skills. Make monitoring a regular part of your supervision routine and your team will thank you for it.
Last updated: February 24, 2026