Listening in and taking over

Keep an eye on calls as they happen, and step in when a person should take over.

Listen in

On a live call's page, Listen in plays both sides in your browser, a moment behind. The caller isn't told and can't hear you.

Take over

Take over stops the agent, tells the caller they're being put through, and rings the number you give (your mobile or desk). The call's page notes who took it over.

Flag for review

On any call, Flag for review saves a note for someone to look at. Calls › Flagged lists them.

Listening in and taking over are recorded in the activity log.