The Call Monitoring feature in HappyFox Contact Center allows supervisors to silently listen to ongoing calls between agents and customers.
This helps ensure quality assurance, agent coaching, and real-time monitoring without interrupting the customer experience.
Note: To access this feature, your agent role must have the View Contact Center Dashboard & Monitor Live Calls permission enabled.
What Is “Listen” Mode?
Listen Mode (also known as Silent Monitor) allows a supervisor to connect to an ongoing live call without being heard by either the agent or the customer.
Supervisors can monitor call quality, assess communication tone, and gather feedback insights in real time.
How to Listen to a Live Call
1. Navigate to the Live Dashboard.
2. In the Live Calls section, locate the active call you want to monitor.
3. Click the Listen button next to the call.
4. You will be instantly connected to the call in silent mode.
- The caller and agent are not notified when you begin listening.
- You can leave the call at any time by clicking Stop Listening.
What Happens During Listening
- The supervisor can hear both the agent and the caller, but cannot speak.
- The caller and agent are completely unaware that the call is being monitored.
- This ensures non-intrusive observation for performance evaluation and training.
Recording and Ticket Impact
- The call is treated as a normal active call for reporting and ticketing purposes.
- The listening activity is not recorded as part of the call audio.
- The ticket associated with the call will not show any indication that the call was monitored silently.
Reporting Impact
- The system logs all instances where a supervisor used the Listen feature.
- These logs can be used for internal audits or to review monitoring activity over time.