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Insert excerpt
_ExcerptRealTimeLegacyDeprecated
_ExcerptRealTimeLegacyDeprecated
nopaneltrue
In Real Time, if enabled, a supervisor, with required permissions, can listen to an inbound or outbound call in progress. The supervisor can listen to the call in three different modes:

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Listening to an agent on a call provides invaluable insight into how the agent interacts with a customer. Supervisors can use such observations to coach the agents in the future, or even live , while the call is in progress.

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