Ongoing Calls

Using Video Service Desk, admins can monitor the ongoing calls easily. They can also join a call for quality training or even end a call.

View Ongoing Calls #

1. Login to the Video Service Desk dashboard as an admin.

2. Go to the Ongoing Calls section from the icon on the left side menu.

4. Here you can see the list of all Ongoing Calls including the details.

5. You can either Join the call as a Quality Auditor or end the call for everyone.

Join As Quality Auditor #

Admin can join calls as a Meeting Quality Auditor while a call is in progress. This is helpful for agent training and quality audits.

Note that when an admin joins the call, both the existing participants (agent and customer) will see the auditor as a participant named Meeting Quality Auditor. This is to ensure that the customer and agent are made aware at all times that there is someone else listening in to the meeting.

1. Once you click Join as QA, you will directly get into the call in progress.

2. You can leave the call anytime, and the meeting will still continue with the other members (agent and customer).

End Call #

Admin can also end a call in case they think the agent in call has something of higher priority to attend to.

Once you click End Call as an admin from the Ongoing Calls page, the call will be ended for all the participants.