You can listen to a call between your agent and a customer in real-time (Monitor). In addition, you can privately guide the agent (Coach), or voluntarily participate in the call by interacting with both the agent and the customer (Barge).

This article describes how to monitor an agent's call on the LiveVox Portal (LVP) by using the Monitor, Coach, and Barge options, and how to stop the monitoring.

Before You Begin

• Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin.

  
  

• Ensure that the following checkboxes on the Settings tab of the Client window are selected: Monitoring Enabled, Coaching Enabled, Barging In Enabled
  
  

Procedure

To monitor an agent's call:

1. Log in to LVP.
2. Access the Monitor dashboard at the required level (enterprise, call center, or service).
   
3. In the Voice section, as required, click one of the following tabs: Outbound, Blended, Inbound
4. On the Agents widget, click Start Monitor.
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   The Start Monitor button appears only in the tabular view of the Agents widget. If you cannot find the Start Monitor button, click the Flip to Table View icon  on the widget.

   
   The Enter Phone Number window appears. 

   Field Descriptions

   • Phone Number: Uses your Direct Inward Dialing (DID) number for establishing an audio pathway.
   • Extension (Optional): Uses your extension number for establishing an audio pathway, in addition to the phone number.
   • Connect using computer: Uses your computer audio for establishing an audio pathway.

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5. Either enter a value in the Phone Number and/or Extension fields or select the Connect using computer checkbox.

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   • Do not enter a special character in the Phone Number or Extension field.
   • To establish an audio pathway through a phone, the phone receives a call stating: This is a LiveVox Call.
   • LiveVox supports voice connectivity over Google Chrome, Microsoft Edge, and Mozilla Firefox through the Web Real-Time Communication (WebRTC) technology.

6. Click Ok.
   A message appears stating that monitoring has been initiated.

7. In the Monitor cell of the row displaying the name of the agent whose call you want to monitor, as required, click one of the following icons: Monitor , Barge , Coach
   A message appears stating that the selected monitoring action has been launched for the agent.

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   • When monitoring an agent's call, the Monitor cell appears green ().
   • You can switch among the three monitoring options. For example, you can click Barge after you have clicked Monitor or Coach. In addition, you can switch the monitoring to a different agent at any time.
   • If you established the audio pathway through a phone, you can navigate to any window on LVP, with your connection remaining intact.

   
   

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   Stopping the Monitoring

   • If you established the audio pathway through a phone, to stop the monitoring, manually disconnect your call. 
   • If you established the audio pathway through a computer (WebRTC mode), to stop the monitoring, navigate to any other window on LVP. This action also disconnects your call.
   • When you stop the monitoring, the ongoing call between the agent and the customer is not affected.