Supervisors play a critical role in ensuring smooth call centre operations, agent support, and quality assurance. With Mteja’s Live Dashboard, supervisors can easily monitor live calls and step in when needed—whether to quietly listen, offer guidance through whispering, or join a call directly by barging in.
This guide walks you through the simple steps to listen, whisper, or barge into ongoing calls using the Live Dashboard on Mteja.
Step-by-Step Guide
Log in to your Mteja account and navigate to the dashboard.
Click on the Call Center tab
You’ll find this on the left-hand navigation bar. This section houses all call centre-related features.
Select Live Dashboard
Once in the Call Center section, click on Live Dashboard to view all ongoing calls in real time.
Find the call you want to monitor
Browse through the list of ongoing calls. You'll see details like the agent handling the call, phone number(s) or contact name, direction of the call, number of live calls and more.
Click the three dots (⁝) on the right side of the call entry
This will reveal a dropdown menu with your available monitoring options.
Choose your desired action:
Listen – Monitor the call without either party knowing.
Whisper – Speak only to the agent without the customer hearing you.
Barge – Join the call and speak to both the agent and the customer.
Note
These monitoring features—Listen, Whisper, and Barge—are only available on the Enterprise Plan. If you do not see these options on your dashboard, please reach out to your account manager or contact our support team to learn more about upgrading.