Monitoring an open engagement

Zoom Contact Center users must be supervisors of the queue with the monitoring permissions enabled in their specific role to use engagement monitoring to view, listen, whisper, barge, or take over an open engagement in the queue.

The following scenarios illustrate possible use cases:

• Front desk receptionist: If there is a high-priority call for an employee who is busy on another call, the receptionist can barge in and inform the employee of the important call.
• Call center supervisor: Supervisors can silently observe an agent's call with a customer to ensure high-quality service, then barge in to calls to assist.
• Group trainer: A group trainer can listen to an agent's call with a customer then whisper to the agent to provide advice on handling the customer.

Requirements for monitoring an open engagement

• Zoom desktop app for Windows or macOS, 5.13.5 or higher
• Queue supervisor; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Engagement you want to monitor must have the Assigned status

Limitations of open engagement monitoring 

Only one monitoring session can occur at a time. For example, if a supervisor is already monitoring a call, another supervisor cannot listen to the same call simultaneously.

How to monitor a voice engagement

Zoom Contact Center admins or supervisors can monitor a voice engagement, including voice engagement that contain more than 2 participant (voice conference).

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click All engagements.
4. Click the Open tab.
5. Click the Voice tab.
6. Click the table row of the engagement to view it. Use the Profile or Engagement tabs to view more information about the engagement.
   The agent and consumer will not be aware that you are viewing.
   Note: In the Open tab, you can also click the ellipses icon in the last column to view the monitoring options.
7. At the bottom section of the client, then click one of these monitoring options:
   Note: The Whisper and Take Over options are not available for voice conference calls (where the agent invited one or more people to the call).
   
   • Listen: Listen to the voice engagement without the consumer being aware. Below the voice call controls, click Stop Listening to stop listening to the engagement. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
   • Whisper: Speak to the agent without the consumer being aware. Below the voice call controls, click Stop Whispering to stop whispering to the engagement and leave the engagement. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
   • Barge: Join the voice engagement and speak to all parties. The call will become a 3-way call. Below the voice call controls, click Stop Barging to stop barging and leave the engagement. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
   • Take Over: While using one of the above monitoring options, click Takeover to take over the engagement from the agent. The agent will automatically leave the call, and you will be the assigned agent.
8. (Optional) Use voice call controls.

Notes:

• You can transfer the call if you want to assign it back to the agent. 
• Your availability status will automatically change when you begin monitoring a voice engagement.

How to monitor a video engagement

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click All engagements.
4. Click the Open tab.
5. Click the Video tab.
6. Click the table row of the engagement to view it. Use the Profile or Engagement tabs to view more information about the engagement.
   The agent and consumer will not be aware that you are viewing.
   Note: In the Open tab, you can also click the ellipses icon in the last column to view the monitoring options.
7. At the bottom section of the client, then click one of these monitoring options:
   
   • Barge: Join the video engagement, so the consumer and agent can hear and see you. In the video call controls, click More then Stop Barging to stop barging and leave the engagement. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
   • Takeover: Take over the engagement from the agent. The agent will automatically leave the call, and you will be the assigned agent.
8. (Optional) Use video call controls.

Note: Your availability status will automatically change when you begin monitoring a voice engagement.

How to monitor a messaging engagement

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click All engagements.
4. Click the Open tab.
5. Click the Messaging tab.
6. Locate the table row of the engagement you want to monitor.
7. In the last column, click the ellipses icon , then click one of these monitoring options:
   • View: View the engagement without the agent or consumer being aware. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
   • Barge: Join the engagement and chat with all parties. Below the voice call controls, click Stop Barging to stop barging and leave the engagement. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
   • Takeover: Take over the engagement from the agent. The agent will automatically leave the engagement, and you will be the assigned agent.
8. (Optional) Use messaging controls.

Note: You can transfer the engagement if you want to assign it back to the agent. 

How to monitor an email engagement

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click All engagements.
4. Click the Open tab.
5. Click the Email tab.
6. Locate the table row of the engagement you want to monitor.
7. In the last column, click the ellipses icon , then click one of these monitoring options:
   • View: View the engagement without the agent or consumer being aware. You will also see the other monitoring options. Click one of the other monitoring options to switch the monitoring type you're using.
8. (Optional) Use email controls.

Monitoring notifications that agents see

• When you begin listening or whispering to a voice or video engagement, the agent will see a banner notification that notifies them that you're listening or whispering. This banner needs to be enabled by an admin.
• When you barge or take over an engagement, the agent will see a notification at the top-right corner of their Zoom desktop app, stating that you've joined the call or taken over the call. This notification is always enabled.
• Monitoring notifications will show your Zoom profile display name.