LIVE CALL MONITORING

Monitor Live Calls to Improve Call Center Agent Training

Q: What are the top 3 call center metrics?

The most common metrics are Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). These help measure efficiency, effectiveness, and service quality.

Q: How to monitor call logs?

Call logs can be monitored through your telephony dashboard or CRM integration. Calilio records call details such as caller ID, duration, outcome, and agent handling for full visibility.

Q: Is call log monitoring legal?

Yes, call log monitoring is legal, but it depends on local regulations. In most regions, businesses must inform users that calls may be monitored or recorded for quality and compliance purposes.

Q: What is agent monitor software?

Agent monitoring software allows supervisors to oversee agent activities, including calls, performance, and workflows. Calilio provides built-in monitoring with live call oversight and AI call reports.

Q: Which is the best software for monitoring?

Calilio stands out as the best call monitoring software with live call monitoring, AI reports, CRM integration, and advanced supervision features in a single platform.

Empower supervisors with real-time call monitoring tools that help agents improve on the spot without disrupting the customer experience. From silent listening to live coaching and intervention, Calilio ensures every call meets your quality standards.

Monitor calls for quality assurance.

Listen to live calls silently without interrupting.

Advise agents without the customer hearing.

Train teams better and reduce errors.

Barge into calls to assist both the agent and customer.

Terminate individual calls or disconnect all calls at once in emergencies.

different call stats graph with a woman on a laptop

Telephony Partner of 1000+ Businesses Worldwide

Get a Virtual Phone Number with Built-in Call Monitoring

Get virtual phone numbers for your sales, support, or remote agents. Pair them with call quality monitoring tools to track and improve performance across your teams.

Local, mobile, or toll-free numbers from 100+ countries — starting from $2 per month.

Your first US or Canada phone number is free 🤑 — Claim Now!

No Numbers Found

Note:

1.
The first USA or Canada local number is free for each user after sign-up. Additional numbers are charged at $2 per number/month.

2.
Some numbers require ID and address verification to comply with local regulations. Certain numbers may also require A2P 10DLC registration to send SMS or MMS to the United States.

3.
Some numbers may not appear in the search results because they are available only upon request and are not generally offered to customers. Please contact Support for assistance.

Also, you can port your existing number to Calilio, and use the number for outbound calling — Port Your Number Now!

How Does Call Monitoring Work on Calilio?

Supervisors can access call monitoring directly from the Calilio dashboard and quietly evaluate calls, coach agents in real time, and terminate active calls.

Get Started

Step 1

Sign up and set up your phone numbers on Calilio.

Step 2

Log in to access your dashboard.

Step 3

Scroll down to see the Live Calls.

Step 4

You can listen to and end the calls in real-time.

Call Listening
Silently listen to calls in real time without interrupting. It is ideal for quality checks and training observations.

Call Barge-in
Step into the call and speak directly with both the agent and the customer. It is useful for immediate intervention.

Call Whispering
Coach agents during the call; only the agent can hear them. Customers remain unaware.

Call Termination
End a specific call instantly if it violates protocols, or terminate all active calls at once to regain full control during emergencies or system resets.

What is Call Monitoring?

Call monitoring is a telephony feature that allows supervisors to listen to live calls between agents and customers for training and quality assurance. It helps managers ensure calls meet company standards while providing real-time coaching opportunities.

With Calilio, you can:

Whisper advice to agents without the customer hearing.
Barge into calls when immediate support is needed.
Improve training while boosting customer satisfaction.

How to Monitor Agent Performance in a Call Center?

Track performance precisely with Calilio's call monitoring and reporting features:

Live calls to capture real-time insights.
Whisper coaching and barge-in capabilities.
Call disposition and report inspection.
Track metrics such as resolution time, CSAT.
Use AI-based call reports (transcriptions, summaries, sentiment, outcomes) to coach smarter.

Call Monitoring Software for Every Industry

Law Firm

Insurance

Nonprofits

Government

Transportation & Logistics

Marketing Agencies

Beauty & Wellness center

Event Management

Media & Entertainment

Veterinary & Animal Hospitals

SaaS Businesses & Tech Companies

Internet Service Provider

Dental Clinics & Dentist

Integrate Calilio’s Call Monitoring Software with CRM Tools

Sync call logs automatically by integrating Calilio’s call monitoring software with your existing CRM tools. Keep all customer interactions connected and trackable.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Crisp

Customer Support

Zendesk

Helpdesk

Request Integration

View all Integration

Keep in Mind
Best Practices for Call Monitoring
To get the most out of call monitoring, use it as a coaching tool, not micromanagement.

Do's

Listen to live calls regularly to assess call quality and identify training needs.

Keep providing real-time coaching without disrupting the customer experience.

Barge in or terminate calls only when necessary to resolve issues or maintain compliance.

Combine monitoring with AI call reports to evaluate performance trends and sentiment.

Inform agents that calls may be monitored to maintain transparency and trust.

Don'ts

Don’t overuse call monitoring, as it can create stress or distrust among agents.

Don’t interrupt calls unnecessarily unless escalation is required.

Don’t ignore compliance or privacy laws—always follow call recording and monitoring regulations.

Don’t focus only on negatives; use monitoring to highlight and reinforce good performance too.

Don’t leave monitoring data unused—analyze reports and coach agents based on insights.

Select Plan
Calilio’s Pricing for Its Call Center Monitoring Software
Give supervisors the ability to listen, whisper, barge, and terminate calls for better training and quality assurance.

Choose from flexible pricing plans that scale with your business, whether you’re running a small support team or a large enterprise call center.

Calilio Pricing: Best VoIP Plans for Cloud Telephony

Calilio provides transparent, predictable VoIP pricing for your cloud-based business phone system. Our VoIP plans combine a low cost per-user subscription with pay-as-you-go call and SMS rates.

Business calls

SMS/MMS

Virtual numbers

Call center workflows

Save 20% on annual plan

Standard
$15SAVE 20%
$12User/Month
billed annually ($144/year)
Ideal for solopreneurs, startups, and small businesses.
Value: $6.75
Free Calls & SMS/MMS
Make Call/SMS to US/Canada number

Receive Calls/SMS on US/Canada number
200 outgoing minutes & 100 incoming minutes
100 outbound SMS & 100 inbound SMS
Get Started with:
User Limit: 10
Free 1 Local NumberUS/Canada
Phone Number Sharing
Buy or Port Virtual Numbers100+ countries
Internal Team CommunicationCalls, Messages, Attach Files
Call Forwarding
Call Recordings
Basic Call Analytics
Get Started

Premium
$35SAVE 20%
$28User/Month
billed annually ($336/year)
Ideal for growing businesses, franchises, and call centers.
Value: $33.74
Free Calls & SMS/MMS
Make Call/SMS to US/Canada number

Receive Calls/SMS on US/Canada number
1000 outgoing minutes & 500 incoming minutes
500 outbound SMS & 500 inbound SMS
Everything in the Standard Plan, plus:
Unlimited Users
Inbound Call ManagementIVR, Business hours
Outbound Call ManagementPower dialer, Call disposition
Live Call MonitoringListen, Whisper, Barge-in & End calls
AI Call Reporting Transcription, Sentiment analysis and more
Bulk SMS
Saved Replies
Call Transfer
AI-powered Call Analytics
24/7 customer support
Get Started

Enterprise
Custom Plan
for your business telephony
Large organizations and enterprises can get a customized plan based on feature requirements and higher usage. Pay only for what you use.
Custom additional add-ons package monthly per user.
Everything in the Premium Plan, plus:
Dedicated Account Manager
Developer Support
Phone and Whatsapp Support
Additional Free Calls/SMS
API and Webhook AccessComing Soon
Contact Sales

Your subscription only covers the plan and includes a complimentary $1 credit. When your free calls & SMS bundle is used up, calling charges are deducted from your wallet. Once your $1 credit is finished, you must load your wallet to make and receive calls/SMS. Phone numbers and call & SMS charges are billed separately.

Frequently asked questions

What is call center quality monitoring?

Call center quality monitoring is the practice of reviewing calls to measure agent performance against quality standards. It combines live monitoring, recordings, and AI call reports to track compliance and customer satisfaction.

What are the top 3 call center metrics?

How to monitor call logs?

Is call log monitoring legal?

What is agent monitor software?

Which is the best software for monitoring?

Still have questions?
Can’t find the answer you’re looking for? Please chat with our friendly team.

Enter the World of AI Business Phone System with Calilio

Improve your business operation with Calilio's advanced virtual phone system. Join today for a better way to connect.

4.6125+ Reviews16+ Badges