Frequently asked questions about monitoring calls in Webex

How do you activate call monitoring in Webex?

To turn on call monitoring in Webex, follow these steps:

1. Sign in to your Webex account.
2. Select the “Calls” option in the main menu.
3. Click “Call Monitoring” in the sidebar.
4. Select the call you want to monitor and press “Start Monitoring.”

How do you set up call monitoring in Webex?

To set up call monitoring in Webex, follow these steps:

1. Once you are logged in to your Webex account, select the “Calls” option from the main menu.
2. Click “Call Monitoring” in the sidebar.
3. Select the call you want to monitor and press “Start Monitoring.”
4. The call will be set up for monitoring and you will be able to listen to it in real time.

How do you stop call monitoring in Webex?

To stop call monitoring in Webex, follow these steps:

1. Once you are logged in to your Webex account, select the “Calls” option from the main menu.
2. Click “Call Monitoring” in the sidebar.
3. Select the call you are monitoring and press “Stop Monitoring.”
4. Call monitoring will stop immediately.

Can I monitor calls on Webex from my mobile phone?

Yes, you can monitor calls on Webex from your mobile phone by following these steps:

1. Download and install the Webex application on your mobile phone.
2. Sign in to your Webex account through the app.
3. Select the “Calls” option and then “Call Monitoring.”
4. Choose the call you want to monitor and press “Start Monitoring.”

Can I talk to the agent taking the call while I monitor in Webex?

No, Webex call monitoring only allows you to listen to the call in real time, but does not allow you to speak with the agent answering the call.

Do I need special permissions to use call monitoring in Webex?

Yes, you may need special administrator or supervisory permissions to use this feature in Webex. Contact your company's technical support team for more information.

Does call monitoring in Webex affect call quality for participants?

No, call monitoring in Webex should not affect the quality of the call for participants, as it is done discreetly and without interfering with communication.

Can I monitor multiple calls at the same time in Webex?

Yes, you can monitor multiple calls at the same time in Webex, as long as you have the appropriate permissions and technical ability to do so.

What kind of information can I get by monitoring calls in Webex?

By monitoring calls in Webex, you can get real-time information about agents' interaction with customers, call quality, tone of voice, problem resolution, among other relevant aspects.

Is call monitoring in Webex a secure feature?

Yes, call monitoring in Webex is a secure feature, as long as it is used in accordance with the company's privacy policies and regulations. It is important to respect current regulations regarding communications supervision.