Call Center1 MIN READ

Silent Monitoring

November 13, 2020 By LinkLive
  • LinkLive
  • November 13, 2020

What is Silent Monitoring? Silent monitoring is a new feature of most of today’s call center software. It allows the caller and agent to communicate without the agent’s intervention. During silent monitoring, the caller will hear a dial tone but nothing else. The agent can monitor the conversation during this time but has no option to begin speaking into it until the silent monitoring has ended.

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