/dashboard/live) under Engagement lists every
call currently in progress — who’s talking to which agent, in which
direction, and for how long. From there you can join any call as a
silent listener and coach the agent mid-call.
The live board
Each row shows the agent, direction (inbound/outbound), caller, callee, a ticking live duration, and when the call started. The page refreshes itself every few seconds, and a “live” counter in the header tracks the total. Calls placed directly through the API without an agent show as API / Webhook. Click Listen on a row to open that call’s detail page, where the live controls appear.Live supervision works on real calls only — in demo mode the board
shows simulated calls and the listen/whisper controls are disabled.
Listen in
Listen in joins the call as a hidden, listen-only participant:- Neither the caller nor the agent is affected — nothing on the call changes and nobody is notified.
- The recording is unaffected; your listening never appears in it.
- A LIVE indicator shows while connected. Click Leave to drop out; if your connection blips, the session reconnects automatically.
- When the call ends, the session ends with it.
Whisper to the agent
While listening, a Whisper to agent… box appears next to the live controls. Type a short instruction (up to 500 characters) and press Send:- The agent receives your text as private mid-call guidance and incorporates it into the conversation.
- The caller never hears or sees the whisper — it changes what the agent does next, not the audio on the line.
- You’ll see Whisper sent on delivery, or Call ended if the call finished before the whisper arrived.
Next steps
Review finished calls
Transcripts, recordings, and grading in call history.
Set up alerts
Get notified when success rates dip — before you need to listen in.