Let Listen In
Updated at February 26th, 2025
Table of Contents
Let Listen In: Enhancing Training and Collaboration
The ‘Let Listen In’ feature is a valuable tool for agents who want to enhance training, knowledge sharing, and quality assurance within their team. By allowing a colleague to listen in on live calls, agents can provide real-time examples of customer interactions, demonstrate best practices, and receive feedback on their communication skills. This feature is especially useful for onboarding new employees, coaching team members, and ensuring consistency in customer service.
When enabled, a selected colleague can listen to either a single call (This Call) or all Queue Calls an agent receives. This ensures flexibility, allowing the agent to decide when and how to share conversations. If the agent logs out, the Let Listen In function is automatically deactivated, preventing unintended eavesdropping.
Enabling and Disabling Let Listen In
To enable the Let Listen In feature, follow these steps:
- Use the search box to look for a colleague's name.
- Click the 3 dots (⋮) and select ‘Let listen in’
Note that the function is only available if the agent/user is currently logged in.
- Choose whether the colleague can listen in on This Call or All Calls.
Once the function has been enabled, when a call is received, the 2nd agent will also be presented with the call.
Demo - All Calls
Demo - This Call
Disabling Let Listen In
To disable the feature, follow the same steps and deselect Let Listen In. Additionally, logging out of the WebClient will automatically turn off this function.
By leveraging Let Listen In, teams can improve communication, streamline training efforts, and maintain high service standards.
