Default Admin Team Page - Live Calls

Team Administrators logging into PhoneBurner are directed to the My Team page on the Live Calls tab upon login. 

This provides Admins with immediate access to real-time performance insights, enabling swift decision-making and action-taking based on relevant data.

The Live Calls page allows you to easily see which agents are active, on a call, or inactive. You can also use features like Listen, Whisper, and Barge, as well as log in to individual seats*.

On this page, you can filter by the agent's status for Live Calls and Active agents. 

The agent's account status will be listed as Active while in a dial session and for Live Calls will show the duration of the time the agent has been live on the call.

When an agent is on a call or in a dial session you will be able to select the Listen button to the right of their name to monitor or listen in on their dial session.

While you are monitoring an agent's session, the agent will not have an indicator that you are listening.

Whisper can be used to talk directly to the Agent without the Contact hearing.

Barge will allow you to talk to both the Agent and the Contact. 

After activating any of these features you will see a Stop button to disconnect.

To log in as a user, select their icon with the drop-down arrow and select “Log in as”.

If you wish to Edit your seats, you may do so from the “My Team” tab on this page or select “Add Seat” to create a new seat in the top right. Click here to learn more on how to add and remove a seat. 

Reports for your team are available from the “Reports” tab on this page. Click here to learn more about Reports.

*State and federal eavesdropping laws may apply to your use of PhoneBurner's listen-in and/or whisper-coaching feature. Some of those laws require the consent of all parties to the call. By activating this feature, I am agreeing to comply with any applicable federal and/or state laws and regulations concerning the listen-in and/or whisper-coaching feature, including any laws or regulations that require consent before someone may listen in to a call. I further understand and agree that I am solely responsible for understanding and following these laws and regulations. I agree to indemnify PhoneBurner for any liability that arises as a result of my failure to follow these laws and regulations.

PhoneBurner does not provide, and the above information should not be considered legal advice. We suggest you consult with an attorney regarding the laws applicable to your use of PhoneBurner's listen-in and/or whisper-coaching feature.

It is highly recommended that you alert your team that their conversations can be overheard for coaching and administrative purposes. Please note that the feature is active for the entire duration of the session. Unless their microphone is muted, conversations in between calls may be overheard as well.