Silent Monitoring
Enables a supervisor to monitor a conversation silently between the agent and the customer to see, how the conversation is going on.
From the Active Conversation Detail Dashboard, the supervisor can silently monitor a conversation but the supervisor can not send a direct message to the customer.
![](../../__attachments/81363823/silent%20monitoring.png?inst-v=56d73ba8-2e11-4dce-af58-c39ec88a3b24)
Silent Monitoring
To Silently Monitor
On the left-hand side of the conversation view, active conversations are listed. Supervisors can also see the monitored conversations with an eye icon
While monitoring the conversation, supervisors can:
Exchange the whisper message with the agent using the Whisper tab to assist him without letting the customer know about it. To learn more, see Send a Whisper Message
Jump into conversations if required by clicking on the Barge-in button at any time.
Leave the chat.
While silently monitoring the conversation, supervisors can not:
Directly send a message to the customer.
Transfer the conversation.
Have a conferenced conversation.