How do I listen to active calls?

Modified on Tue, Apr 7 at 9:47 AM

Subject

Applies to: Admin/Branch Manager
Purpose: Monitor or listen to live calls in progress
Location in Ricochet: Dashboard -> Active Calls

Description

The instructions in this article require Branch Manager permission or above

Listening to active calls allows administrators/branch managers to monitor live conversations for quality assurance, training, or escalation purposes. This feature is commonly used during onboarding, performance reviews, or when immediate assistance is needed during a live call.

Resolution

Optional: View the interactive tutorial for this process:

Click here to open the step-by-step tutorial in a new tab

Non-Administrators do not have the access to follow these instructions and should request support from their company admin or open a ticket.

Ricochet360 does not offer the Whisper Feature, but if you need to listen an active call, follow these instructions.

Step 1. There are two ways to listen to Active Calls in Ricochet:

Click on the Team Member Sidebar

Step 2. Click on the Ear icon next to the user that is currently on an active call - this will take you to the Active Calls Dashboard

Step 3. Click Listen

This will open the dial pad and allow you to listen in on the active call. The listening user is not audible to either party.

Step 4. To stop listening to an active call, click End Call

Step 5. The other way to directly listen to an active call is to click Dashboard

Step 6. Find the call you want to listen to and click Listen