Monitoring calls

  • Release version: Australia
  • Updated March 12, 2026
  • 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 .

    Key benefits of call monitoring

    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.

    Core functionality of call feature

    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.