Live call monitoring lets a supervisor join a contact centre call that is already in progress. Pick an active call from the supervisor view, choose listen, whisper or barge, and the platform rings the supervisor's phone and joins them to that call's conference. Listen is silent, whisper reaches only the agent, and barge joins the full conversation.
No hardware
Browser-based agents
Seats from Rs 1,500/agent/month
Supervisors join a live queue call in one of three modes: listen silently, whisper to the agent only, or barge in so both sides hear them.
Three modes, one action
Listen to hear the call silently, whisper to coach the agent without the customer hearing, or barge to speak to both.
Coach during the call, not after it
A supervisor can join while the conversation is live, which is when intervention still changes the outcome.
Active calls listed for you
The supervisor view lists connected queue calls, so there is no hunting for a call ID.
Faster escalation handling
When a call is going wrong, a supervisor can barge in instead of promising the customer a callback.
New-agent ramp
Whisper lets a new agent take real calls with a supervisor quietly on the line.
End to end, in the order it actually happens.
A supervisor opens the list of active queue calls.
They pick a call and choose listen, whisper or barge.
The platform rings the supervisor's phone number.
When the supervisor answers, they join that call's conference in the chosen mode.
The supervisor hangs up to leave; the agent and customer stay connected.
Worth knowing before you build a process around it.
Supervisor coaching
Spot checks on live calls
Escalation rescue
New-agent training
Agent Desktop (Browser Softphone)
A browser softphone for contact centre agents: answer or reject, mute, keypad, blind and warm transfer, status, dispositions, call history and contacts.
Learn moreCall Recording
Record calls, retrieve them through the dashboard or API, stream them in the browser, and share a specific recording by link.
Learn moreAI Call Insights
After a call, get a transcript, a short AI summary, key points, the caller's sentiment and a suggested disposition, built from the call recording.
Learn moreLive call monitoring lets a supervisor join a contact centre call that is already in progress. Pick an active call from the supervisor view, choose listen, whisper or barge, and the platform rings the supervisor's phone and joins them to that call's conference. Listen is silent, whisper reaches only the agent, and barge joins the full conversation.
1. A supervisor opens the list of active queue calls. 2. They pick a call and choose listen, whisper or barge. 3. The platform rings the supervisor's phone number. 4. When the supervisor answers, they join that call's conference in the chosen mode. 5. The supervisor hangs up to leave; the agent and customer stay connected.
Monitoring works on calls routed through a contact centre queue and connected to an agent. It does not apply to calls placed outside the contact centre. The supervisor joins on a phone number they provide, not inside the agent desktop. Monitoring a live conversation carries notice and consent obligations that vary by jurisdiction and by what your call opening announces. Confirm your own position before enabling it broadly.
BPO, Financial Services, Insurance, Healthcare. Typical uses are supervisor coaching, spot checks on live calls, escalation rescue, new-agent training.
A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.
CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.
Seats are provisioned with Edesy. Seats from Rs 1,500 per agent per month, calls at Rs 0.50/min, prices excluding GST.