Supervision & recordings.

The live wallboard

The wallboard (Live in the admin console) is the floor on one screen, updated as it happens. Owners, admins and supervisors can open it.

• Headline numbers: Available, On call, Wrap-up, Break, Offline, Calls waiting, Longest wait, Answered today, Abandon % and Service level %. Longest wait turns to a warning above the queue's service-level threshold and to danger above twice that.
• Agent grid: one tile per agent with their status, how long they've been in it, the current call, and a highlight when a break runs past its maximum length.
• Queues panel and a live calls table.
• Team filter. With supervisor scope set to Team, supervisors only see their own team.

Service level and abandon rates follow the metric definitions used everywhere else in the product.

Listen, whisper, barge

From an agent's tile on the wallboard, a supervisor can join their call in three modes.

You can switch between modes during the call, go back to listening, or stop.

What each plan includes

Before you can monitor

• Role. Supervisors, or owners and admins with Takes calls switched on.
• A running softphone. Monitoring audio plays through your own softphone, so press Go available in the agent workspace first, and don't be on another call.
• The call must be in progress or on hold, in your workspace, and (with supervisor scope set to Team) handled by someone in your team.

Agents don't see a supervisor on their call unless the workspace setting monitor indicator is on. Every monitoring session is recorded in the audit log with its mode.

Force agent state and queue sign-in

Owners, admins and supervisors can change another agent's status from their tile: set them Available, on Break (with a reason) or Offline. They can also sign agents in or out of individual queues. Both actions are audited. With supervisor scope set to Team, supervisors can only do this for their own team.

TV displays

• TV mode. Add ?tv=1 to the wallboard address for a full-screen view with bigger numbers and no navigation.
• TV links. Owners and admins can create read-only display links from TV links on the wallboard. A TV link opens a live wallboard (headline numbers, agent grid and queues) without signing in: no actions, no recordings, no call controls. Revoke a link at any time and the screen stops updating within a minute.

Recordings

When calls are recorded

The recording policy decides. It's set for the workspace in Settings → Recording and can be overridden per number, per queue and per campaign.

The most specific level wins: campaign, then queue, then number, then the workspace default. During a recorded call, the agent can pause and resume the recording (for example while a customer reads out card details) when the call's recording can be controlled. Recordings are dual-channel: agent and customer on separate channels.

Recording disclosure

Set the disclosure in Settings → Recording:

• Always play the disclosure message on recorded calls (the default).
• Only for callers in all-party-consent states.
• Never.

The default message is "This call may be recorded for quality and training purposes." and you can change the text. On inbound calls it plays before the IVR menu or queue; on outbound calls it plays when the customer answers.

Retention

Recordings are deleted automatically when they reach the retention period of your plan. The workspace setting can shorten it, never extend it.

When you move to a plan with shorter retention, the plan-change dialog warns you how many recordings the shorter period will delete. Owners and admins can also delete a single recording from the call detail page. Erasing a contact deletes the recordings of their calls.

Playback and downloads

Recordings are only ever served through the dialer, to signed-in users with permission; links to the carrier's storage are never exposed. The first playback per session and every download are written to the audit log.

For integrations, GET /api/v1/calls/{id}/recording streams a recording to an API key with the recordings:read scope, and the recording.completed webhook tells you when a new one is ready. See REST API and Webhooks & click-to-call.

Voicemail

Voicemail messages are recordings too: up to 2 minutes each, kept in the voicemail inbox with read, archive, assign and Call back. See Queues & IVR.