---
title: "EN_Monitoring and Coaching"
canonical: "https://help.telegra.de/space/TAK/9561593219804/EN_Monitoring%20and%20Coaching"
format: markdown
---
With the appropriate rights at user, hotline or client level, WebCommander users can interact with ongoing agent calls. This function makes it possible to monitor or actively support calls.

> ℹ️ ### **General Requirements**
> ℹ️ 
> ℹ️ - The agent must be in the "Connected" status (active call).
> ℹ️ - The WebCommander user needs the appropriate permissions at the user, hotline, or client level.
> ℹ️ 
> ℹ️ ### **Technical Requirements**
> ℹ️ 
> ℹ️ - The WebCommander does not have a built-in softphone function (no microphone or speakers).
> ℹ️ - To listen in, coach, or join a conference, a separate endpoint must be set up (see *"Setting Up an Endpoint"* for details).

### **How to access the call**

1. To engage in an agent's conversation, simply click on the name of the agent in the agent widget whose conversation you want to listen in on, for example:

2. After clicking, a new window will open, offering various interaction options:

![Max Mustermann-20250211-142522.png](media://8a24776c-e25e-42e4-b713-e8697e87a2bb)

### **Overview and explanation of the individual functions**

| **Icon** | **Mode** | **Explanation** |
| --- | --- | --- |
| ![image-20250211-141929.png](media://2ea579b7-0695-4514-a389-6f7d94484809) | **Monitoring in silent mode** | The WebCommander user can listen to the conversation without the agent or caller being aware. |
| ![image-20250211-141945.png](media://182eeefa-5fb8-42ef-9dae-bea6a077699d) | **Coaching** | The WebCommander user or supervisor can speak to the agent without the caller hearing. This is useful for giving instructions or support during the call. |
| ![image-20250211-142010.png](media://8634b727-02d4-4b31-83ec-27232c98b099) | **Konferenz** | Der WebCommander-User bzw. Supervisor tritt aktiv The WebCommander user or supervisor joins the conversation and starts a three-way call with the agent and the caller. |

### **Technical Requirements for Listening, Coaching, and Conferences**

> ℹ️ The WebCommander itself does not have its own softphone function (microphone, loudspeaker). This means that monitoring, coaching or conferences must be initiated via a separate device (endpoint).

### **Setting Up an Endpoint**

To use the features, an endpoint must be set up in the Subadmin or Admin account of the WebCommander user. This setting is made in the Administration portal under **Administration > Subadmins.**

![image-20250211-145116.png](media://a48a9f84-e415-42ee-8fc8-f079bcc55afe)

The endpoint is set under ***"Phone Number"*** and can be one of the following:

- The softphone number of the WebAgent user (if the supervisor also has a WebAgent account).
- An external phone number, such as a mobile number or any other reachable phone numbe

### **Function workflow**

Once the WebCommander user clicks on Listen, Coaching, or Conference, a call is initiated to the registered phone number (shown here as an example with a supervisor having WebAgent access). This call must be answered in order to activate the previously selected function.

![Pasted Graphic 1-20250211-140257.png](media://336b87c5-7cd7-4505-8afc-8d3e1f51cb66)

### **Call recording**

Depending on permissions and the hotline or client, WebCommander users can also record calls.

> 📝 **If a call recording or the listening function is unexpectedly unavailable in a specific case, it is usually due to one of the following reasons:**
> 📝 
> 📝 - The caller has not provided technical opt-in (IVR key press, if configured).
> 📝 - The function is disabled for this hotline or client.
> 📝 - The WebCommander user does not have the general right to listen in.
> 📝 - The agent has been explicitly excluded from the ability to record calls in the configuration.