Call Monitoring

Supervisors can monitor live calls in real time — listening silently, whispering coaching to the agent, or barging in to join the conversation.

Overview

Monitoring lets supervisors improve quality and intervene when needed. Three modes are supported:

• Listen — hear the call without being heard by anyone
• Whisper — speak to the agent only; the customer cannot hear
• Barge — join the call as an audible third party

Base URL: https://api.afriroute.ai — Auth: Authorization: Bearer $AFRIROUTE_API_KEY

Endpoints

Start Monitoring

POST /v1/voice/monitor

Field	Type	Required	Description
call_id	string	Yes	Active call to monitor
supervisor_id	string	Yes	Supervisor identifier
mode	string	Yes	listen, whisper, barge

curl -X POST https://api.afriroute.ai/api/v1/voice/monitor \
  -H "Authorization: Bearer $AFRIROUTE_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "call_id": "call_abc123",
    "supervisor_id": "sup_mary",
    "mode": "listen"
  }'

{
  "monitor_id": "mon_5521",
  "call_id": "call_abc123",
  "mode": "listen",
  "status": "active",
  "started_at": "2026-05-28T09:15:00Z"
}

Switch Mode

PATCH /v1/voice/monitor/:monitor_id

// Escalate from listening to whispering coaching to the agent
await fetch('https://api.afriroute.ai/api/v1/voice/monitor/mon_5521', {
  method: 'PATCH',
  headers: {
    'Authorization': 'Bearer $AFRIROUTE_API_KEY',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({ mode: 'whisper' })
});

import requests

# Barge in to take over a difficult call
requests.patch(
    'https://api.afriroute.ai/api/v1/voice/monitor/mon_5521',
    headers={'Authorization': 'Bearer $AFRIROUTE_API_KEY'},
    json={'mode': 'barge'}
)

Stop Monitoring

DELETE /v1/voice/monitor/:monitor_id

curl -X DELETE https://api.afriroute.ai/api/v1/voice/monitor/mon_5521 \
  -H "Authorization: Bearer $AFRIROUTE_API_KEY"

Live Supervisor Feed

GET /v1/call-center/metrics/realtime

{
  "timestamp": "2026-05-28T09:15:00Z",
  "queues": [
    {
      "queue_id": "queue_support",
      "calls_waiting": 5,
      "longest_wait_time": 125,
      "abandoned_calls": 2,
      "service_level": 87.5
    }
  ],
  "agents": [
    {
      "agent_id": "agent_sarah_k",
      "status": "on_call",
      "current_call_duration": 234
    }
  ]
}

Monitoring Modes

Mode	Agent Hears	Customer Hears	Use Case
listen	No	No	Silent quality checks
whisper	Yes	No	Real-time coaching
barge	Yes	Yes	Escalation/intervention

Best Practices

• Start in listen mode and only escalate to whisper or barge when necessary.
• Notify agents that calls may be monitored to meet legal and compliance requirements.
• Use whisper coaching for new-agent ramp-up instead of interrupting calls.
• Pair monitoring with recording so supervisors can review flagged calls afterward.

Error Handling

Code	Description	Action
CALL_NOT_ACTIVE	Call has ended	Refresh the live call list
MONITOR_LIMIT_REACHED	Too many monitors on one call	Stop an existing session
INSUFFICIENT_PRIVILEGES	Not a supervisor	Grant supervisor role

Related Links

• Analytics
• Agent Dashboard
• Call Routing
• Call Center API Reference

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Last Updated: May 2026