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Understanding these states ensures efficient call routing and helps identify operational or technical issues.

Understanding Agent Status Monitoring & Management

This guide explains how admins can use call monitoring tools to support agents live and  enhance customer interactions

Call Monitoring, Coaching & Intervention Tools

Follow the steps below to remove an agent from a live call.

How to Remove an Agent from a Call

To locate, listen to, or download call recordings in the Dialer:

Access Your Call Recordings

Provides tools for supervisors to track agent status, monitor calls, coach live, and access call recordings.

Monitoring & Coaching

Find answers and get help from Intercom Support and Community Experts

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