Glossary
Live call listening
Also called: Call monitoring · Silent monitoring · Live listen
Live call listening lets a supervisor hear a call while it is happening, without the customer hearing them, to coach the agent or step in when needed.
Contact centres usually offer three levels: listen (silent monitoring), whisper, where only the agent hears the supervisor, and join or barge-in, where the supervisor speaks to both sides.
Listening works best when agents know it can happen. Hidden monitoring erodes trust, and rules on monitoring employees differ between countries, so many teams show the agent who is listening.
How Risti does it
In Risti, team leads with the permission choose Listen from a colleague’s person card in Ristiville. The agent sees who is listening; the caller never hears the listener. The listener can write private messages to the agent during the call.
Calls that MaryAI answers can be listened to live too.