Accessing Zendesk Live Calls Dashboard
Who can access the live calls dashboard in Zendesk?
Access to the live calls dashboard in Zendesk is restricted to certain roles. Agents must have a user account as a 'staff member' and a Talk role of either 'Admin' or 'Team lead' to view the dashboard. This ensures that only authorized personnel can monitor calls and manage call activities effectively.
More related questions
What is the Zendesk live calls dashboard?
The Zendesk live calls dashboard is a tool for team managers to monitor ongoing calls. It allows managers to see all active calls, listen in on conversations, and join calls if agents need support or escalation. This feature is particularly useful…
How can agents listen in on calls using the Zendesk dashboard?
Agents can listen in on calls if they have the appropriate permissions. They need to be 'staff members' with a Talk agent role of 'Team lead'. Admins cannot listen in on calls. On Enterprise plans, agents must be part of a custom role with the…
What information is available on the Zendesk live calls dashboard?
The live calls dashboard provides detailed information for each live call, including the agent on the call, the group they belong to, the call type (inbound or outbound), the caller number, the related ticket, and the call duration. This…
How can I monitor calls using the Zendesk live calls dashboard?
To monitor calls, open the live calls dashboard by selecting Talk from the product tray and clicking the live calls icon. You can filter calls by agent or group name. To listen to a call, click 'Listen'. To join a call, click 'Barge', which will…
Can I export call monitoring activity from Zendesk?
Yes, you can export call monitoring activity from Zendesk. Navigate to the Admin Center, click Channels, then select Talk and email > Talk. Under the Usage charges tab, click the Export CSV button and select Export Monitoring CSV. The report will…
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