How to Monitor Agent Sessions

Want to ensure quality and guide your team effectively? With CallHub, campaign managers can monitor live agent sessions in real time. You can listen in on calls (in mute mode) and take notes to provide feedback—without interrupting the conversation.

Step 1: View Active Agents

• Go to the Agents tab from the sidebar.
• Click on the Active Agents tab to see all currently live agents.

Step 2: Join an Agent Session

• Next to each active agent, you’ll see a “Join Now” button.
• Click Join for the agent you want to monitor.
• Make sure your phone number is saved in your account profile—CallHub will call you to connect.
• Once you answer the call, you’ll be joined to the agent’s live session in mute mode.
• You can now listen in and take notes for feedback or training purposes.

Step 3: Exit the Session

• To leave the session, simply hang up the call.
• This will not affect the agent’s ongoing call.

Monitoring sessions gives managers the ability to provide real-time guidance and maintain call quality. Use this feature to support your team and improve campaign effectiveness.