How to Listen to Live Calls & Monitor Live Chat

This guide describes how to listen to live calls and monitor live chats as a supervisor on RACE.

Live calls and chats cannot be accessed by users with the agent role. In order to access and manage them, the supervisoror admin role is required.

Guide Steps

• Use your navigation bar to get to the “Teams” page. Here you can see which agents are on active calls.

• To listen in on a call, click on the Agent on an active call which will bring a new tab up on the right side of the screen. The supervisor can listen in to the call by clicking the speaker icon at the bottom right side of the screen. The icon will change from a transparent button to an opaque blue. 

• You can stop listening to the call at any point by clicking the speaker icon again. 

• Similarly, supervisors can also monitor live chats by clicking on an agent currently on a live chat and viewing the conversation in the tab on the right side of the screen.