Empower your managers with complete oversight on live calls. IVR Solutions’ Real-Time Monitoring enables supervisors to view live calls, and take action with Listen, Whisper, and Barge options—ensuring better support and quality assurance.
Real-Time Monitoring allows managers to view live calls from their assigned agents and act instantly. From listening silently to whispering guidance or joining calls directly—supervisors stay equipped to support and improve operations.
Monitor all ongoing calls in real-time—categorized by incoming, outgoing, click-to-call, and dialer calls—providing managers instant visibility and access control.
Only managers can access Listen, Whisper, and Barge actions on calls answered by their assigned agents—ensuring secure and efficient call handling.
Identify call handling issues as they happen and offer instant guidance—improving customer satisfaction and reducing escalations.
With real-time access to calls, managers can ensure quality, provide assistance when needed, and keep conversations moving in the right direction—without waiting for post-call feedback.
Whether it's offering help via whisper coaching or joining a call to retain a customer—Real-Time Monitoring helps you resolve issues before they impact business.
Manager access control ensures sensitive call features are used responsibly.
Faster customer resolution with real-time guidance and intervention.
Improved first-call resolution rates when managers actively monitor calls.
From monitoring key metrics to providing timely support—Real-Time Monitoring equips your team leaders with all the right tools to ensure excellence in every call.
View live agent calls
Manager-only whisper/barging
Improve team response quality
Explore common queries about our Real-Time Monitoring feature and its benefits.
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