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 notify the agent and caller with a beep. Remember, only one user can listen or barge into a call at a time.
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…
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…
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…
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…
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…