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Monitoring Calls

Updated October 30, 20261 min read
The Hooked Call Banner with Whisper Mode activated.

Overview

Managers and supervisors can listen in on live calls without interruption.

How to Monitor Calls

As a manager in Hooked CRM, you will have access to the live calls within your team. On the Hooked Dashboard, you can use the Agent Page to see your live agents who are in calls or waiting for a call.

When you select an agent, you will open a chat bubble with them, and you’re given a few options at the top of the chat window. Clicking the Phone Tooltip will send you into a Monitoring Calls phase.

How to Stop Monitoring Calls

To stop monitoring calls, you can click the End Call button on the Call Banner. This will take you out of the call and stop displaying the Call Banner.

Clicking End Call won't end the call for the agent you're whispering to. It only takes you out of the call.