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Tracking conversations

The Conversations section helps you track calls and chats processed by agents in real-time. As an administrator, you can join any active call or chat as a listener or a supervisor. To monitor a conversation, do the following:

  1. Log in to your Voximplant Kit account.
  2. On the left sidebar, click Live monitoring.
  3. Select Conversations.
  4. If required, sort the data using the Sort by field.
  5. Search for and select the conversation you want to monitor.
  6. To join a call, click the desired call in the Live calls column.
  7. To monitor a chat conversation, click the desired chat in the Live chats column.

Apply Filters if you want to retrieve conversations processed in a specific queue, PDS campaign, channel, or by specific agents or functions.