Listen in on active Gorgias Voice callsUpdated 3 hours ago

With the Gorgias Voice add-on, calls with your customers are managed as tickets in your helpdesk. Admins and Leads can join ongoing calls to listen in on the conversation without alerting participants — whether it's to monitor call quality, or to support an agent dealing with a difficult customer issue.

Requirements

• Available on all Helpdesk plans with the Voice Add-on
• Admins can listen to calls made by anyone (except other Admins)
• Leads can listen to calls made by Basic, Lite and Observer users

Listening to ongoing calls

When listening to a call, you can continue to navigate around Gorgias while the call plays in the background, and you can stop listening at any time. It isn’t possible to listen to more than one call at a time, or accept an incoming call while you’re listening to another. When you’re listening to a call, your status will change to Unavailable to prevent incoming calls from being routed to you, and will switch back to Available once you stop listening.

Start or stop listening to a call

When you join a call, you can see the status, duration and the names of the people involved, but as a listener, you can’t mute the agent, put the call on hold, transfer it, hang up, or start or stop a recording. Listening to a call will not affect your analytics or reporting.

1. From your helpdesk, click the Statistics icon in the main menu.
2. In the menu, locate Live, then select Voice.
3. Under Live calls, locate the call you’d like to listen to, then click Listen.
4. To stop listening, click Stop Listening in the call toolbar at the bottom of the screen.

If an agent transfers the call to a queue or to an external number while you’re listening, you’ll be automatically disconnected. When the call is answered from the queue, you can choose to resume listening, but it isn’t possible to continue listening to calls that are transferred to external numbers. You won’t be disconnected if the agent transfers the call to another agent.