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.
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
To enable call monitoring:
Sign in to the PortSIP PBX Web Portal.
Navigate to Contact Center > Monitor Service.
Turn on the Enable Monitor option.
❗Note The default monitoring service number is 888. It is strongly recommended not to change this number.
Monitor Groups define:
Which agents can be monitored
Which supervisors are allowed to monitor them
To create a Monitor Group:
Navigate to Contact Center > Monitor Group.
Click Add.
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.
You want supervisors 101 and 102 to silently monitor agents 600 and 601.
Create a Monitor Group named Queue Management.
Enable the group.
Add extensions 600 and 601 as Group Members.
Add extensions 101 and 102 as Supervisors.
Click OK to save.
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.
Silent monitor agent 600: *63600
Silent monitor agent 601: *63601
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)
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.
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
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