Real-Time Call Monitoring
PBX.IM real-time Call Monitoring gives supervisors full visibility into every active call the moment it starts: live dashboards, instant listen-in controls, and AI-powered insights that surface what matters as it unfolds. The tools to see everything and step in when it counts.
Built-in Compliance & Quality Monitoring
Analyze and manage call activities, ensure service quality, and optimize operations.
Live Call Monitoring Dashboard
Every active call, visible at a glance. See agent names, caller details, live duration, and queue assignments, all updating in real time. Filter by team or queue, track SLA compliance as it unfolds, and spot problems before they escalate. No refreshing, no waiting. Just continuous, uninterrupted visibility into exactly what your team is doing right now.
Listen, Whisper and Barge-In
Call monitoring isn't just watching. Silently listen in on any live call, whisper guidance directly to the agent without the customer hearing, or barge in when immediate intervention is needed. Every control is available in real time, from a single dashboard, so supervisors can act in seconds, not minutes.
Live Queue Monitoring
See which queues are under pressure the moment it happens. Identify high-priority calls at risk, reassign agents on the fly, and step in before a long wait becomes a lost customer. Real-time call monitoring means your team always has backup, exactly when and where they need it.
Live AI Call Insights
Know what's happening on a call before it ends. AI-driven transcription runs in real time across multiple languages, flagging key moments and sentiment shifts as they happen. Supervisors get live context on any active call, so decisions are based on what's unfolding now, not a summary written after the fact.
Controlled Monitoring Access
Real-time call monitoring is only as effective as the people using it. Role-based permissions ensure only authorized supervisors can listen in, whisper, or barge, with a full audit trail of every monitoring action. Stay in control of who monitors what, in real time, without compromising compliance.
Recordings That Back Up Your Monitoring
When live call monitoring isn't enough, the recording is there. Every call is automatically captured, inbound and outbound, securely stored and instantly retrievable. Use recordings to follow up on flagged calls, support compliance reviews, or revisit moments your team needs to learn from.
Live Call Monitoring as On-the-Job Training
Stop waiting for the post-call debrief. Call Monitoring gives supervisors real-time coaching tools to guide, correct, and support agents while the conversation is still live.
Call Listening
Allows supervisors to listen in on a call without interruption, ideal for performance reviews and quality assurance.
Call Whispering
Enables supervisors to speak directly to the agent, not audible to the customer, useful for live coaching and immediate correction.
Call Barging
Permits supervisors to join an ongoing call, facilitating three-way conversation for critical intervention or support.
The True Cost of Delayed Call Monitoring
What You Miss When You’re Not Listening in Real Time
No visibility into live calls
Supervisors should not have to wait until the call ends to know what is happening. Real-time call monitoring gives you live dashboards so you can see, coach, and act while the conversation is still happening.
Coaching comes too late
Post-call reviews fix yesterday's mistakes. With live call monitoring, managers can listen in, whisper guidance, or barge in when needed so agents get support in the moment, not after the damage is done.
High-priority calls slipping through
When escalations build in the queue, every second counts. Live call monitoring lets supervisors jump into critical calls and intervene before a frustrated customer becomes a lost one.
Escalations you never saw coming
By the time a call reaches breaking point, the window to intervene has already closed. Live call monitoring gives supervisors the visibility to spot escalations as they build and step in before they spiral.
Real-time call monitoring means fewer escalations, better coached agents, and customer issues resolved before they become complaints.
See Why Businesses Trust Us
“One of the things I appreciate most is how easy it is to self-manage. I was able to set up everything myself without needing to hire any outside help, which saved us both time and money. It’s helped us close deals faster and provide better service, which our customers really appreciate.”
“It’s been a great experience and a smart investment. It’s helped us close deals faster and provide better service, which our customers really appreciate. If you’re running a growing business and want more control over your communications, I highly recommend this system!”
“What really sets them apart is their top notch support. The team clearly knows VoIP inside and out, and every interaction we’ve had has been fast, professional, and incredibly helpful. It’s rare to find a provider that combines excellent tech with equally excellent service.”
Connected to Any Business Tools
Make calls directly from the platforms your team already uses, ensuring efficiency without changing workflows.
Microsoft Teams
Intercom
Hubspot
Notion
Zoho
Salesforce
Shopify
Help Scout
Gorgias
Zapier
Front
Slack
Kustomer
Freshdesck
monday.com
Copper
Pipedrive
noCRM.io
Microsoft Dynamics
ZendeskFAQs About PBX.IM's Call Monitoring Services
What is call monitoring and who can use it?
What is call monitoring and who can use it?
Call monitoring lets supervisors listen to, coach, or join live calls in real time. It is available to Owners, Admins, Managers, and Supervisors. Agents can also access it if enabled by an Admin.
What call monitoring capabilities are available?
What call monitoring capabilities are available?
Supervisors have access to three modes. Call Listening for silent observation, Call Whispering to guide the agent without the customer hearing, and Call Barging to step in and join the call directly. Access to each mode is controlled by Admin permissions.
How can supervisors use call monitoring to coach their team?
How can supervisors use call monitoring to coach their team?
Call Listening allows silent observation without interrupting the call. Call Whispering lets supervisors give real-time guidance that only the agent can hear. Call Barging allows supervisors to step in and assist directly when immediate intervention is needed.
Will agents know when someone joins or whispers on their call?
Will agents know when someone joins or whispers on their call?
Yes. When a supervisor uses Call Barging or Call Whispering, the agent's webphone displays a notification so they are always aware of who is on the call.
Can agents access call monitoring too?
Can agents access call monitoring too?
Yes, if an Admin grants them access to live monitoring actions.
Can call monitoring be limited to certain queues or call types?
Can call monitoring be limited to certain queues or call types?
Yes. Admins can define the scope of monitoring, whether it applies to all calls, specific queues, or selected agents.
Can call monitoring permissions be restricted by user or role?
Can call monitoring permissions be restricted by user or role?
Yes. Admins can enable or restrict access to Call Listening, Call Whispering, and Call Barging for individual users or entire roles.
Do I need to disclose that calls are being monitored?
Do I need to disclose that calls are being monitored?
Requirements vary by region. In the US, 13 states require two-party consent, meaning all parties must be informed before a call is recorded or monitored. Most other states require only one-party consent. In the EU, GDPR requires explicit consent before any call recording takes place. In the UK, two-party consent is the recommended approach unless you can guarantee the recording will not be shared with third parties. Always refer to your region's official legal requirements for compliance guidance.