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Live Monitoring in Taalk Voice

The Live Monitoring feature in Taalk Voice allows administrators and supervisors to discreetly listen in on active calls between agents and customers. It’s a real-time visibility tool designed to ensure quality, compliance, and training excellence — without interrupting the customer experience.

🎧 What Is Live Monitoring?

Live Monitoring lets you “tap into” any active conversation within your organization’s Taalk Voice environment.

Supervisors can:

  • Listen silently to a call in progress

  • Whisper feedback to an agent (optional configuration)

  • Barge into a call if direct intervention is required

This feature is essential for call-center quality assurance, coaching, and compliance verification.

👩‍💼 Who Can Use Live Monitoring

Access is limited to users with Admin or Supervisor permissions. These roles are granted in the Taalk Admin Console.

Agents and standard users cannot monitor other calls.

⚙️ How to Use Live Monitoring

  1. Log into Taalk Voice.

  2. Navigate to Contact Center → Voice Dashboard.

  3. Under the Active Calls section, you’ll see:

    • Agent name

    • Call duration

    • Customer number (masked if required by policy)

     

  4. Click the Monitor icon next to the desired call.

You’ll be instantly connected in listen-only mode.

Future Optional Actions (if enabled by your admin)

  • Whisper: Speak directly to the agent without the customer hearing you.

  • Barge: Join the call fully to assist or de-escalate.

⚠️ Note: Whisper and Barge must be enabled in your organization’s permissions. Use these features only when appropriate and in accordance with your company’s compliance policy.

🔒 Compliance and Privacy

Taalk Voice’s Live Monitoring adheres to TCPA and consent-based recording standards.

  • Monitoring actions are logged automatically.

  • Supervisors should review company policies regarding two-party consent states.

  • Customers are notified of potential quality-assurance monitoring during the standard call-recording disclaimer.

📊 Reporting and Insights

All monitored sessions appear in the Admin Activity Log, including:

  • Who monitored the call

  • Which agent was being monitored

  • Start and end times

This ensures transparency and auditability across all call reviews.

✅ Best Practices

  • Use monitoring as a coaching tool, not surveillance.

  • Follow up with constructive feedback after monitored calls.

  • Keep call privacy laws in mind — always comply with local regulations.

  • Pair live monitoring with AI Co-Pilot scoring for a complete QA picture.