Hi! We urgently need the ability to listen in on calls that are live and in progress.
This has been a part of Zendesk, and the other Call apps we have tested. So surprised to see this not offered in Intercom.
To let you know how it’s impacting us, we cannot train our agents on phones remotely, all training must be done in office which is not always possible. And as you can imagine, monitoring calls for coaching live as an important part of training/customer service departments.
Released
We need the ability to listen to live calls with Phones
+3- Intercom Team
Hi
Jennifer here from Intercom
We are always looking to improve Intercom for our customers so thanks for adding context here.
I will pass this feedback on to our product team on your behalf 💪
Thank you for your reply! For context it doubled the time it took for me to train our agent on phones.
The lack of this feature:
- Necessitated coordination to bring an agent into office who otherwise would have been WFH.
- Doubled the time it took for to train an agent on phones.
- Required that the agent not use a headset, and take the phone call out loud while the trainer stayed silent in the room, which reduced quality of phone training and sound quality for customer.
- Made it impossible to train multiple agents simultaneously with one trainer, which impacts our SLAs and training timeframe.
+3- Intercom Team
+1- Intercom Team
This feature has been released. Note that it may require an upgrade in your subscription:
https://www.intercom.com/help/en/articles/9821308-call-listening
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