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Listening to active conversations

Live monitoring lets a supervisor listen to a conversation while it is still in progress, directly in the browser. It is a coaching and escalation tool: hear how a conversation is going in real time, help a new agent, or step in before a problem grows. Live monitoring is built into the MiaRec recorder, so it does not depend on a listen-in feature of your phone system.

Note

Live monitoring must be set up by your administrator: the monitored users need the live monitoring license, and your role needs the Live monitor permission. See Enabling live monitoring in the Administration Guide. You also need a current web browser (Chrome, Firefox, Edge, Safari) — the audio is streamed with WebRTC.

Only conversations that are being recorded right now can be monitored: a monitoring session ends when the conversation ends, and conversations that are not recorded never appear.

Find active conversations

Open the Conversations page and switch to the Active Conversations tab. It lists the conversations in progress at this moment, within your role's access scope, and refreshes automatically. See Browsing conversations for the rest of the list views.

Monitor a single conversation

  1. On the Active Conversations tab, open the conversation's detail page.
  2. While the conversation is in progress, the detail page shows a Call Status panel with the current state and duration, and a Live monitoring panel below it.
  3. Click Start live monitoring. You hear the live audio and see an animation of the audio signal.
  4. Click Stop live monitoring to stop listening.

The session ends automatically when the conversation ends. The Animation: ON / OFF link in the panel header turns the audio-signal animation off if you find it distracting.

Monitor consecutive conversations of a user

Instead of monitoring one conversation, you can follow a particular user: the monitoring session automatically resumes each time that user starts a new conversation, so you keep listening without returning to the Active Conversations tab.

  1. Open the user's page — for example, by clicking the user's name in a conversation's details.
  2. In the Live monitoring panel, click Start continuous monitoring. Clicking Monitor this call instead monitors only the conversation currently in progress.
  3. Click Stop monitoring when you are done.

Note

If the user has several conversations in progress at the same time, live monitoring plays the most recent one.