Monitoring an active engagement


Zoom Contact Center admins and supervisors can use engagement monitoring to view, listen, whisper, barge, or take over an active engagement.

The following scenarios illustrate possible use cases:

This article covers:

Prerequisites for monitoring an active engagement

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 client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Click the Active 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 Active 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:

How to monitor a video engagement

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Click the Active 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 Active 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 to 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 chat, SMS, or in-app chat engagement

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Engagements.
  4. Click the Active tab.
  5. Click the Chat, SMS, or In-app Chat 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. 

Monitoring notifications that agents see