Secure Salesforce Call Monitoring & Agent Performance

360 CTI provides real-time Salesforce call monitoring of all inbound and outbound calls, capturing call outcomes, duration, and agent activity instantly. Supervisors see a live dashboard showing active calls, agent status, queue position, and call duration without switching to a separate telephony portal. Features like listen, whisper, and barge are available from the same interface, allowing managers to act on what they observe without disrupting the agent's workflow.

AI-assisted monitoring ensures calls follow compliance rules, evaluates quality, and identifies coaching opportunities within 360 CTI's monitoring workflows. Sentiment analysis and keyword detection flag calls that contain potential call compliance risks or drops in agent performance, surfacing them for supervisor review automatically. This reduces the need for manual call auditing across large teams while ensuring high-risk conversations receive appropriate attention.

Call barging joins live calls to assist, call whispering guides agents privately, and silent monitoring observes calls without intervention. Silent monitoring lets supervisors listen to a live call without either party knowing, useful for quality evaluation and performance review. Call whispering allows the supervisor to speak directly to the agent during the call without the customer hearing, supporting real-time coaching. Call barging joins the call fully, making the supervisor audible to both parties — used when the supervisor needs to take over or assist directly.

Yes, 360 CTI supports Salesforce call monitoring compliance requirements including call recording, consent capture, and audit logging to meet enterprise requirements. Call recordings are stored and linked to the relevant Salesforce activity record automatically, creating a complete and searchable audit trail without manual file management. Consent capture and number masking features support call compliance with privacy regulations across different regions and industries.

Yes, using 360 CTI's real-time monitoring, managers can analyze calls, evaluate performance, and assign targeted coaching. Call audit logs are filterable by agent, date range, call outcome, and sentiment flag, making it straightforward to identify patterns — such as an agent consistently struggling at a specific point in the conversation. Managers can schedule coaching sessions with specific call examples rather than relying on general feedback, making development sessions more actionable.

The system scales to support hundreds of agents, maintaining monitoring efficiency and data security for large teams. Supervisors filter the live monitoring dashboard by team, queue, or agent status to focus on the conversations that need attention rather than reviewing all calls simultaneously. Configuration scales with the team — adding new agents does not require changes to monitoring rules or supervisor permissions already in place.