Live Conversations allow you to view active calls in real time directly from the Reports menu in CTM. By clicking the Live Conversations button, you can open a live view of calls that are currently in progress and follow the conversation as it happens through real-time transcription.
This feature provides immediate visibility into agent interactions, helping managers monitor call quality, assist agents when needed, and stay aware of ongoing customer conversations without waiting for the call to end.
To use Live Conversations, Transcriptions, and Live Transcriptions, must be enabled in your account settings.
Enable Transcriptions:
Go to Numbers > Call Settings.
Scroll to the Transcription section.
Toggle on Transcribe conversations.
Toggle on Live transcription.
Click Save Changes.
View Live Conversations:
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Go to Reports > Live Conversations.
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Alternatively, go to Reports > Real-time Agents report and click Live Conversations in the top-right corner.
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