Listen silently
Hear both sides of a live call without speaking. Neither the caller nor the agent is notified in Listen mode.
What your team can control.
Whisper privately
Speak only to the agent. The agent sees an indicator and hears a beep; the caller hears neither the supervisor nor that notification.
Barge into the conversation
Join as a third participant. Both the agent and caller hear an entry tone and can speak with the supervisor.
Change modes as needed
Start with Listen, then switch to Whisper or Barge In. Return to Listen or leave when your help is no longer needed.
Recording continuity
Listen mode is not recorded. Barge In conversations are included in the same continuous call recording with the supervisor listed as a participant.
Monitoring activity in exports
Review supervisor involvement through call-leg entries. Listen, Whisper, and Barge mode changes appear as separate participant entries.
How it works, and common questions.
How does call monitoring & coaching work in HappyFox?
A supervisor opens the Live Dashboard and finds an active call in the Live Calls section. The supervisor clicks Listen and is instantly connected in silent mode. From there, the supervisor can select Whisper to coach the agent privately, or Barge to join the call as a third participant. The supervisor can switch back to Listen, or leave the call at any time.
Does the customer know when a supervisor is listening?
No. In Listen mode, neither the caller nor the agent is notified.
Can the supervisor speak in Listen mode?
No. The supervisor can hear both the agent and the caller but cannot speak.
What is Whisper?
A mode where the supervisor speaks only to the agent. The caller never hears the supervisor and hears no beep or indication.
How does the agent know a supervisor is whispering?
The agent hears a distinct beep and sees a visible indication in the interface.
What does the customer hear during Barge In?
A brief notification tone, then the supervisor speaking. The agent hears the same entry tone.
Do I need to listen before I whisper or barge in?
Yes. Both are available only after the supervisor has started listening.
Is a monitored call recorded?
Only agent–caller conversations are recorded. Listen mode is not recorded; Barge In conversations are included in the recording.
When should a supervisor barge in?
When an agent asks for help, a call is escalating, a new or training agent needs help with a scenario, or immediate clarification is needed to avoid customer frustration.
Can I see when supervisors have monitored calls?
Yes. The system logs all instances where a supervisor used Listen, so it can be used for internal audits or to review monitoring activity over time.