CALL MONITORING
THREE MODES
Listen, Whisper and Barge-in — explained
Each mode gives supervisors a different level of involvement in a live call. You choose the right level for the situation.
BENEFITS
What call monitoring does for your team
The ability to hear and influence live calls changes how fast your team improves and how consistently they perform.
Faster onboarding for new staff
New agents improve in days rather than weeks when they can receive live whisper coaching during their first calls. Real feedback in the moment is far more effective than a debrief afterward.
Maintain consistent quality
Monitor calls across your team to ensure scripts, tone and processes are being followed. Catch deviations early — before they become habits — with silent listening that doesn't disrupt the call.
Prevent escalations in real time
When a call is heading in the wrong direction, barge in before it escalates. Stepping in at the right moment can save a customer relationship that a post-call apology never could.
Evidence-based performance reviews
Use live monitoring data alongside call recordings to give agents specific, concrete feedback in reviews. "I heard your call with Acme Corp on Tuesday" is far more actionable than general comments.
Compliance and risk management
For financial services, insurance and healthcare businesses, real-time monitoring supports compliance by allowing supervisors to intervene the moment a call moves outside regulated boundaries.
Better customer outcomes
When agents know they may be monitored, they maintain higher standards consistently. And when they get real-time whisper support, they deliver better answers — which means happier customers.
USE CASES
Who uses call monitoring most?
Any team where call quality affects customer experience, revenue or compliance will benefit from real-time monitoring.
WHAT'S INCLUDED
Everything in your call monitoring setup
Included as standard in every Othos Cloud PBX plan — no extra supervisor licence, no third-party tool required.
Listen mode — silent monitoring of any live call
Whisper mode — speak to agent only, caller can't hear
Barge-in mode — join call as full participant
Switch modes instantly during the same call
Monitor any extension from the operator panel
Works with desk phones, mobile app and desktop app
No disruption to the call when switching modes
Works alongside call recording for full QA workflow
Role-based permissions — control who can monitor
Built in — no extra platform or integration needed
FAQ
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Can I switch between modes during the same call?
Yes. You can switch between Listen, Whisper and Barge-in instantly during the same live call without any disruption. For example, you might start in Listen mode, switch to Whisper to coach the agent, and then switch to Barge-in if you need to take over — all in a single call.
Who has access to call monitoring?
Access to call monitoring is controlled by role-based permissions in your Othos dashboard. Typically supervisors and managers are given monitoring rights, while agents are not. You can configure exactly which extensions each supervisor can monitor — for example, a team leader may only be able to monitor their own team's extensions.
Does call monitoring work with the mobile app?
Yes. Supervisors can initiate monitoring from any Othos endpoint — the operator panel on the desktop app, the web dashboard, or the mobile app. Calls being made on the mobile app by agents can also be monitored from any of these interfaces.
Is call monitoring the same as call recording?
No, they are different features that complement each other. Call monitoring is for real-time supervision — listening live, whispering, or barging in during an active call. Call recording captures calls as audio files for review after the call has ended. Othos supports both, and they are typically used together as part of a complete quality assurance workflow.
Is there an extra cost for call monitoring?
No. Call monitoring — including all three modes: Listen, Whisper and Barge-in — is included with your Othos Cloud PBX plan at no extra cost. There is no additional supervisor licence or third-party integration required.
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