---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Monitoring calls

# Monitoring calls {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Call monitoring is a feature in the Contact Center as a Service (CCaaS) solution that enables supervisors and managers to observe, monitor, and analyze customer interactions.

Contact centers integrating with ServiceNow's native voice call capability via Interaction Controls Component (ICC) and OpenFrame have the option to enable the call monitoring feature, embedded in their CSM Configurable Workspace.

See [.](https://www.servicenow.com/docs/0kxWIJNMdwlYIB~al9NbOg "CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.")

## Key benefits of call monitoring {#call-monitoring__section_rvw_xjr_chc}

Some of the key advantages of enabling this feature are as follows:

* Provides real-time feedback to agents, helping them improve their interactions.
* Identifies training needs for agents.
* Promotes consistent quality of customer interactions.
* Offers insights into customer preferences and sentiment, influencing strategic decisions.
{#call-monitoring__ul_lst_qkr_chc}

## Core functionality of call feature {#call-monitoring__section_xdn_flr_chc}

Monitor:
:   Enables supervisors to listen-in to live calls for training and compliance.

Coach:
:   Enables supervisors to support agents during live calls via:

    * Coach, where the supervisor privately coaches using a one-way whisper feature enabling the supervisor to provide guidance that only the Agent can hear.
    * Barge in, where the supervisor joins the call as a participant and can speak with both the agent and customer.
    {#call-monitoring__ul_bvm_llr_chc}