How to read the Real-Time Monitoring Log Report to see who listened in

Live monitoring is a normal part of running a call center — managers listen in to coach and to check quality. But "who listened to whom, and when?" is a question that comes up during disputes, compliance reviews, and the occasional complaint. The Real-Time Monitoring Log Report answers it.

It lets level-9 users, and anyone with Admin Utilities privileges, search the logs of managers who used the monitoring features of the real-time report. You can search by date range, by campaign, by manager, and by the agents who were monitored.

The columns, in plain terms

Each row is one monitoring session — one manager listening to one agent. The columns let you reconstruct it fully:

• START TIME and END TIME — when the manager started and stopped listening, with LENGTH giving the total in seconds.
• MANAGER, MANAGER SERVER, MANAGER PHONE, and MANAGER IP — who did the monitoring, from which server, which phone login, and which computer IP.
• AGENT MONITORED, AGENT SERVER, and AGENT STATUS — which Agent was listened to, the server their phone ran from, and their dialer status when the session began.
• AGENT SESSION and LEAD ID — the Agent session ID at that moment, and the Lead the agent was talking to. If the agent wasn't on a call, LEAD ID shows -0-.
• CAMPAIGN and TYPE — the campaign the agent was dialing from, and the kind of monitoring session that was run.

Why TYPE matters

The TYPE column is the one operators overlook and then wish they hadn't. Monitoring isn't one thing — a manager can simply listen, they can use Whisper coaching to speak only to the agent without the customer hearing, or they can join the call entirely as a Barge-in. TYPE tells you which it was, and that difference is exactly what matters during a dispute about whether a manager spoke on a live call.

flowchart TD
  A[Complaint: manager joined my call] --> B[Search by agent and date]
  B --> C{Session in the log?}
  C -->|No| D[No monitoring occurred]
  C -->|Yes| E[Read TYPE column]
  E -->|Listen only| F[Agent and customer unaffected]
  E -->|Whisper| G[Agent heard manager, customer did not]
  E -->|Barge| H[Manager was on the live call]

Searching it the right way

Start from whatever you actually know. If a single agent raised a concern, search by that agent and the date — you'll get every manager who monitored them. If you're auditing one manager's behavior, search by manager across a week. The results sort by any column, so you can order by LENGTH to find unusually long sessions, which sometimes signal a Call monitoring session left running by mistake.

This log proves a session happened and what type it was, but it doesn't store the conversation. If the dispute is about words exchanged off-call, the Agent-Manager Chat Log is the matching record, and the wider VICIdial troubleshooting playbook shows how the audit reports fit together.

On a VICIfast managed box this report is on by default, so you always have a defensible record of who listened in. See what's included.