Silent Monitoring

Overview

Contact center monitoring is the practice of listening to sales or support agent calls—either in real time or after the call has completed—to evaluate call handling quality and agent performance.

In simple terms:

Call Center Monitoring = listening to live or recorded agent calls

This practice is essential for improving agent communication skills, customer satisfaction, and overall service quality.

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Benefits of Real-Time Monitoring

Real-time call monitoring provides several operational advantages:

• Supervisors can step in to assist struggling agents immediately

• Junior agents receive hands-on coaching during live calls

• Customers get faster resolution without requiring follow-up calls

• Supervisors can focus on immediate problem-solving for the customer

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Enabling Call Monitoring

To enable call monitoring:

1. Sign in to the PortSIP PBX Web Portal.

2. Navigate to Contact Center > Monitor Service.

3. Turn on the Enable Monitor option.

❗Note The default monitoring service number is 888. It is strongly recommended not to change this number.

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Creating a Monitor Group

Monitor Groups define:

• Which agents can be monitored

• Which supervisors are allowed to monitor them

To create a Monitor Group:

1. Navigate to Contact Center > Monitor Group.

2. Click Add.

Configure the Monitor Group

• Information Enter a friendly name for the monitor group.

• Enable Enable or disable the monitor group.

• Group Members Agents whose calls can be monitored. Click Add to include agents.

• Supervisors Users who are authorized to monitor the group members.

Click OK to save the configuration.

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Silent Monitoring (Listen-Only)

Example Scenario

You want supervisors 101 and 102 to silently monitor agents 600 and 601.

Configuration Steps

1. Create a Monitor Group named Queue Management.

2. Enable the group.

3. Add extensions 600 and 601 as Group Members.

4. Add extensions 101 and 102 as Supervisors.

5. Click OK to save.

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Monitoring Agent Calls

When an agent is on an active call:

• A supervisor can start silent monitoring by dialing the Feature Access Code (FAC) followed by the agent’s extension.

Examples

• Silent monitor agent 600: *63600

• Silent monitor agent 601: *63601

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Supervisor Call Control During Monitoring

While silently monitoring, the supervisor can use DTMF keys to change the monitoring mode:

• Press 2 – Whisper to the agent (agent hears supervisor; caller does not)

• Press 3 – Barge in (supervisor joins the call with both agent and caller)

• Press 4 – Barge-break (supervisor takes over the call; agent is removed)

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Direct Monitoring with Mode Selection

Supervisors can also start monitoring with a specific mode directly:

• Silent monitoring: *63601*1

• Whisper: *63601*2

• Barge-in: *63601*3

• Barge-break: *63601*4

❗Tip The exact Feature Access Codes (FACs) can be reviewed or customized under Advanced > Feature Access Codes.

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Best Practices

• Limit monitoring permissions to authorized supervisors only

• Use silent monitoring for quality assurance and coaching

• Use whisper mode for real-time agent guidance without affecting customers

• Reserve barge-in and barge-break for escalation or critical situations

• Inform agents of monitoring policies to comply with local regulations