CONNECTDIALCoach with context
Combine a conversation review with the relevant call details and the agent’s explanation. Monitoring alone does not provide the full picture.
CONNECTED CONVERSATIONS
Call Monitoring
Support quality reviews and agent coaching with monitoring capabilities provided by a compatible PBX and appropriate supervisor permissions.
Explore all featuresAN EXAMPLE WORKFLOW
Authorize supervisors
Choose who may use monitoring tools and limit access to the teams they supervise.
Select a supported mode
Depending on the PBX, listening, agent coaching, or joining a call may be available.
Review responsibly
Use monitoring for a defined purpose, explain it to affected people where required, and record follow-up actions.
Respect callers and agents
Monitoring can involve personal information. Your organization must establish a lawful basis, provide any required notices, and apply appropriate access controls.
What you need
Monitoring requires a configured PBX that supports the selected mode, supervisor permissions, and the relevant call or extension. It is not enabled simply by creating a ConnectDial account.
Build a calling workflow that fits your team.
Talk to us about your requirements and the right deployment setup.