{"id":6737,"date":"2026-08-13T11:18:51","date_gmt":"2026-08-13T09:18:51","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&#038;p=6737"},"modified":"2026-08-13T11:18:51","modified_gmt":"2026-08-13T09:18:51","slug":"silent-monitoring-use-it","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/silent-monitoring-use-it\/","title":{"rendered":"Silent monitoring &#8211; Use it"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright is-resized\"><img decoding=\"async\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"Smart licence needed\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>[Reading time: 5 minutes]<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Silent monitoring<\/strong>&nbsp;(also called&nbsp;<strong>discreet listening<\/strong>) lets a manager listen to advisors&#8217;&nbsp;<strong>live voice calls<\/strong>&nbsp;without taking part in them. You subscribe from the&nbsp;<strong>Supervision<\/strong>, and a dedicated&nbsp;<strong>Silent monitoring<\/strong>&nbsp;panel \u2014 opened from the&nbsp;<strong>Users being silently monitored<\/strong>&nbsp;button in the top bar \u2014 keeps track of everything you are currently listening to.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can subscribe at three levels: an individual&nbsp;<strong>advisor<\/strong>, a whole&nbsp;<strong>queue<\/strong>, or a&nbsp;<strong>voice campaign<\/strong>. If your rights allow it, you can also&nbsp;<strong>whisper<\/strong>&nbsp;advice to the advisor during the call. The feature applies to the&nbsp;<strong>voice<\/strong>&nbsp;flow only.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>This article covers how to&nbsp;<strong>use<\/strong>&nbsp;silent monitoring. Enabling the rights and options that make it available is done in the Maker \u2014 see&nbsp;<strong><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-set-it-up\/\" data-type=\"link\" data-id=\"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-set-it-up\/\" target=\"_blank\" rel=\"noreferrer noopener\">Supervision \u2013 Set it up<\/a><\/strong>.<\/em> <\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"747\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-1024x747.png\" alt=\"\" class=\"wp-image-6738\" style=\"width:250px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-1024x747.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-300x219.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-768x560.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-50x36.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-1536x1120.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-60x44.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g-100x73.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/undraw_listening_fz9g.png 1592w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Prerequisites<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A&nbsp;<strong>Smart<\/strong>&nbsp;license.<\/li>\n\n\n\n<li>Being a&nbsp;<strong>manager<\/strong>, with access to the&nbsp;<strong>voice<\/strong>&nbsp;flow.<\/li>\n\n\n\n<li>On your user profile, under&nbsp;<strong>Discrete listening<\/strong>, the right matching what you want to do:\n<ul class=\"wp-block-list\">\n<li><strong>Listen to employees discreetly<\/strong>&nbsp;\u2014 individual advisors.<\/li>\n\n\n\n<li><strong>Silent monitoring to queue calls<\/strong>&nbsp;\u2014 queues.<\/li>\n\n\n\n<li><strong>Silent monitoring to voice campaign calls<\/strong>&nbsp;\u2014 voice campaigns.<\/li>\n\n\n\n<li><strong>Whisper during silent monitoring<\/strong>&nbsp;\u2014 to whisper advice to the advisor (optional).<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>For queues and voice campaigns, only those whose&nbsp;<strong>Supervision<\/strong>&nbsp;option is set to&nbsp;<strong>Yes<\/strong>&nbsp;can be listened to.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Note: whether the monitored advisor is&nbsp;<strong>notified<\/strong>&nbsp;(sound and\/or visual) and whether monitoring is&nbsp;<strong>accepted automatically<\/strong>&nbsp;depend on that advisor&#8217;s profile settings (<strong>Automatically accept silent monitoring<\/strong>&nbsp;and the notification timer; available for webRTC).<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. How silent monitoring works<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">When you subscribe to an advisor, a queue or a campaign, you are connected <strong>silently<\/strong> to the matching voice calls: the one&nbsp;<strong>currently in progress<\/strong>&nbsp;(you join it automatically) and the&nbsp;<strong>next ones<\/strong>, for as long as the subscription stays active. The monitored call opens in your banner as a listening call, and an indicator reminds you that&nbsp;<em>&#8220;You are currently silently monitoring.&#8221;<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">By default you only listen, you do not take part in the conversation. If you have the whisper right, you can additionally speak to the advisor (see section 5).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Whether the advisor realises they are being monitored depends on&nbsp;<strong>their own profile<\/strong>&nbsp;(configured in the Maker, see&nbsp;<strong><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-set-it-up\/\" data-type=\"link\" data-id=\"https:\/\/help.ino.cx\/index.php\/help-center\/supervision-set-it-up\/\" target=\"_blank\" rel=\"noreferrer noopener\">Supervision \u2013 Set it up<\/a><\/strong>):<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Automatically accept silent monitoring<\/strong>&nbsp;(available for webRTC) \u2014 when enabled, the advisor&#8217;s client accepts the listening automatically.<\/li>\n\n\n\n<li><strong>Time before automatic acceptance<\/strong>&nbsp;\u2014 the delay during which a&nbsp;<strong>sound and\/or visual notification<\/strong>&nbsp;is presented to the advisor before acceptance. Set to&nbsp;<strong>0<\/strong>, no notification is played and listening starts silently.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">During&nbsp;<strong>whisper<\/strong>, the advisor is always notified (<em>&#8220;A supervisor whispers advice to you.&#8221;<\/em>).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. Listening to an advisor<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the&nbsp;<strong>Supervision<\/strong>&nbsp;and go to the&nbsp;<strong>Advisors<\/strong>&nbsp;tab (the&nbsp;<strong>Platform<\/strong>&nbsp;tab works the same way).<\/li>\n\n\n\n<li>Open the advisor&#8217;s&nbsp;<strong>options<\/strong>&nbsp;(the cogwheel).<\/li>\n\n\n\n<li>Click&nbsp;<strong>Enable silent monitoring<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">You are then connected silently to the advisor&#8217;s current and future voice calls. To stop, open the options again and click&nbsp;<strong>Disable silent monitoring<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Note: you cannot listen to&nbsp;<strong>yourself<\/strong>&nbsp;(&#8220;You cannot listen to yourself.&#8221;) nor to&nbsp;<strong>another manager<\/strong>&nbsp;(&#8220;You cannot listen to other managers.&#8221;).<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"625\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-1024x625.png\" alt=\"\" class=\"wp-image-6746\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-1024x625.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-300x183.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-768x469.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-50x31.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-1536x938.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-2048x1251.png 2048w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-60x37.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.37-100x61.png 100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">3. Listening to a queue or a voice campaign<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To follow an activity as a whole rather than a single advisor:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>In the Supervision, open the options of the&nbsp;<strong>queue<\/strong>&nbsp;(Queues tab) or of the&nbsp;<strong>voice campaign<\/strong>&nbsp;(Campaigns tab).<\/li>\n\n\n\n<li>Click&nbsp;<strong>Enable silent monitoring<\/strong>.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">You then follow the voice calls of that queue or campaign as they happen. A voice campaign that is&nbsp;<strong>disabled<\/strong>&nbsp;cannot be listened to (<em>&#8220;You cannot enable silent monitoring on a disabled campaign.&#8221;<\/em>).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4. Joining a call in progress<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To start listening immediately to a call that is&nbsp;<strong>already underway<\/strong>, without waiting for the next one, use&nbsp;<strong>Join silent monitoring<\/strong>. It is available from the options of an&nbsp;<strong>advisor<\/strong>, a&nbsp;<strong>queue<\/strong>&nbsp;or a&nbsp;<strong>campaign<\/strong>, and directly on a call in the&nbsp;<strong>Interactions<\/strong>&nbsp;tab. If there is no call to listen to, the action is unavailable (<em>&#8220;No interactions in progress.&#8221;<\/em>).<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"574\" height=\"474\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.50.png\" alt=\"\" class=\"wp-image-6744\" style=\"width:400px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.50.png 574w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.50-300x248.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.50-50x41.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.50-60x50.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.55.50-100x83.png 100w\" sizes=\"auto, (max-width: 574px) 100vw, 574px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">5. Whispering to the advisor<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If your profile has the&nbsp;<strong>Whisper during silent monitoring<\/strong>&nbsp;right, you can&nbsp;<strong>whisper<\/strong>&nbsp;advice to the advisor during a call you are monitoring, to coach them live.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>While silently monitoring a call in progress, open the monitored call in your banner.<\/li>\n\n\n\n<li>Click&nbsp;<strong>Whisper<\/strong>. The advisor is notified that you are coaching them (<em>&#8220;A supervisor whispers advice to you.&#8221;<\/em>).<\/li>\n\n\n\n<li>Click&nbsp;<strong>Stop whisper<\/strong>&nbsp;to go back to silent listening.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Note: whisper is available on&nbsp;<strong>voice<\/strong>&nbsp;calls only, and only while the call is in progress.<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"596\" height=\"380\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.39.png\" alt=\"\" class=\"wp-image-6742\" style=\"width:400px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.39.png 596w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.39-300x191.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.39-50x32.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.39-60x38.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.39-100x64.png 100w\" sizes=\"auto, (max-width: 596px) 100vw, 596px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"346\" height=\"90\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.53.png\" alt=\"\" class=\"wp-image-6743\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.53.png 346w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.53-300x78.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.53-50x13.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.53-60x16.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.56.53-100x26.png 100w\" sizes=\"auto, (max-width: 346px) 100vw, 346px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">6. The Silent monitoring panel<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">From the top bar, click&nbsp;<strong>Users being silently monitored<\/strong>&nbsp;to open the&nbsp;<strong>Silent monitoring<\/strong>&nbsp;panel. It lists everything you are currently subscribed to, grouped into&nbsp;<strong>advisors<\/strong>,&nbsp;<strong>queues<\/strong>&nbsp;and&nbsp;<strong>voice campaigns<\/strong>.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Each row lets you stop that subscription individually with&nbsp;<strong>Disable silent monitoring<\/strong>.<\/li>\n\n\n\n<li>To stop everything at once, click&nbsp;<strong>Disable listening<\/strong>&nbsp;at the bottom of the panel, then confirm.<\/li>\n\n\n\n<li>When you have no subscription, the panel shows:&nbsp;<em>&#8220;You haven&#8217;t enabled any silent monitoring. To enable silent monitoring, go to Supervision and select the users, the queues and\/or the voice campaigns you wish to listen to.&#8221;<\/em><\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"576\" height=\"534\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.57.21.png\" alt=\"\" class=\"wp-image-6741\" style=\"width:400px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.57.21.png 576w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.57.21-300x278.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.57.21-50x46.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.57.21-60x56.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2026\/07\/Capture-decran-2026-07-30-a-16.57.21-100x93.png 100w\" sizes=\"auto, (max-width: 576px) 100vw, 576px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">7. Stopping silent monitoring<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>One subscription<\/strong>: click&nbsp;<strong>Disable silent monitoring<\/strong>&nbsp;on the advisor, queue or campaign (in the Supervision or from the panel).<\/li>\n\n\n\n<li><strong>Everything at once<\/strong>: click&nbsp;<strong>Disable listening<\/strong>&nbsp;in the Silent monitoring panel.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><em>Note: you cannot disable a subscription while its listening call is actually in progress (&#8220;You cannot disable silent monitoring that&#8217;s in progress.&#8221;). Wait for the call to end, then disable it.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 5 minutes] Overview Silent monitoring&nbsp;(also called&nbsp;discreet listening) lets a manager listen to advisors&#8217;&nbsp;live voice calls&nbsp;without taking part in them. You subscribe from the&nbsp;Supervision, and a dedicated&nbsp;Silent monitoring&nbsp;panel \u2014 opened from the&nbsp;Users being silently monitored&nbsp;button in the top bar \u2014 keeps track of everything you are currently listening to&#8230;.<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[105],"ht-kb-tag":[],"class_list":["post-6737","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-using-ino"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6737","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6737"}],"version-history":[{"count":5,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6737\/revisions"}],"predecessor-version":[{"id":6757,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6737\/revisions\/6757"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6737"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6737"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6737"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}