CALL QUEUES
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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