Call Monitoring is a coaching tool that can only be accessed by Manager and MasterAdmin LiveHive users. To navigate to Call Monitoring, click on Coaching in the left sidebar, then select Call Monitoring.
The concept of Call Monitoring is to give managers the ability to either silently listen to or participate in calls their team is making. The Call Monitoring page shows all calls currently going on in the subscription. When a call is generated, it appears dynamically at the end of the line. When a call is finished, it stays up for 60 seconds and then automatically disappears.
To listen to a call, click on the Monitor button associated with the call you're interested in. The monitor window will popup, and you'll automatically be listening to the call. No audible sound alerts the rep or the customer that the conversation is being monitored.
To Barge, click the Barge button. The call is now a full three-way conference call where all three parties can hear each other. This way, the manager can chime in on the call.
Click Leave, or the x in the upper right corner to close the window and stop interacting with the call.
If a call is finished, and the call window shows the Recording button, you can click on Recording to listen to or download the recording.
All completed calls automatically disappear from Call Monitoring after 60 seconds, but you can always go to Call Recordings to listen to and download Call Recordings.
Learn more about call recordings.