Monitor
Supervisor listens to a live agent call without participating.
Monitor lets a supervisor listen to a live call. Neither agent nor lead knows.
Use for:
- QA scoring
- Coaching review
- Compliance audit
VICIdial supports per-agent live monitoring from the supervisor panel.
Compliance note
In two-party-consent states, monitoring without disclosure is legally murky for the SUPERVISOR's relationship to the call. Most compliance regimes treat the supervisor as an extension of the agent — disclosed at call start covers them. But check with counsel.