By default, a Zoom Contact Center user must have the appropriate role permissions and be a queue supervisor to listen, whisper, or barge into active engagement features. Admins can can enable or disable banners that notify agents when a supervisor begins listening or whispering during the engagement. Agents are always notified when you barge into an engagement.

Prerequisites for changing settings for monitoring engagements

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to change settings for monitoring engagements

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click Agent Status and Experience.
4. In the Agent Notification – Supervisor Monitoring section, change these settings:
   • Listening: Enable to display a banner that notifies the agent when a supervisor begins listening to the engagement.
   • Whispering: Enable to display a banner that notifies the agent when a supervisor begins listening to the engagement.