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Call Monitoring: listen, whisper or barge into live calls
Supervisor tools for live calls: listen silently, whisper coaching only your colleague hears, or barge in so both parties hear you.
Which plans include it
Included on Growth and above. On Free Trial, Entry, Plus you can add it on its own at £2.00 a month from Features & add-ons.
What it means
Monitoring lets a manager hear calls as they happen for training and quality. Staff must be told it is in place.
What it does
- Lists live calls (updates every 5 seconds).
- Listen: silent monitor — neither party hears you.
- Whisper: speak only to your colleague — the caller cannot hear.
- Barge: join the call so both hear you.
- Stop monitoring at any time.
Every part of the page
- Live Calls
- Each call in progress with buttons for Listen, Whisper and Barge.
- Stop
- Leave the call.
- Compliance Notice
- Monitoring is subject to UK law (RIPA) and data protection. Tell staff, and where needed callers.
How to use it
Coach a new starter
- Open Call Monitoring while they are on a call.
- Press Listen.
- If they need help, switch to Whisper and speak — only they hear you.
- Press Stop when done.
Examples
Training a new starter
Listen silently to their first calls; whisper "offer the annual plan" so only they hear it; barge in only if the call is going badly.
Recommended settings
- ★Put monitoring in staff contracts or handbooks.
- ★Mention in your greeting or privacy notice that calls may be monitored for training.
- ★Use Whisper before Barge — it keeps the caller's experience smooth.
Abbreviations on this page
- Listen-in — Silent monitoring
- A supervisor hears a live call without either person hearing them.
- Example: A manager listens in on a new starter's call without either person hearing them.
- Whisper — Whisper / whisper coaching
- Speaking to your colleague during a live call without the caller hearing. Call Whisper (the menu item) is different: a short message played to whoever answers before the caller is connected.
- Example: A supervisor whispers "offer the discount" and only the agent hears it.
- Barge — Barge-in
- A supervisor joins a live call so both the caller and the colleague can hear them.
- Example: A supervisor barges in to help with an angry caller, and both the agent and caller can hear them.
- RIPA — Regulation of Investigatory Powers Act
- UK law covering interception of communications — the reason staff must be told that calls may be monitored or recorded.
- Example: Put a line in staff contracts and your greeting saying calls may be monitored or recorded.
- UK GDPR — UK General Data Protection Regulation
- The UK's data protection law. For recordings it means: tell people, have a reason, and keep them no longer than you need.
- Example: Keeping recordings only as long as you need them (for example 90 days) is part of meeting UK GDPR.
Questions
Is call monitoring legal in the UK?+
Yes for business purposes such as training and quality, provided staff are told and you follow data protection law. Take your own advice if unsure.
Which plans include it?+
Growth and above. On lower plans it can be added on its own.
Related help
Already a customer? Open this page in your dashboard: Call Monitoring. New to Silux Call? See the plans or start a free trial.