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.
Important: To use Live Conversations, Transcriptions must be enabled in your account settings and the transcription language must be set to English.
Enable Transcriptions:
Go to Numbers > Call Settings.
Click on Edit Account Level settings.
Select Transcribe & Record from the top tabs.
Toggle on the Call Recordings you wish to capture (inbound, outbound, etc.).
Click Save Changes.
From the top tab, select Live Conversations.
Toggle on Live Conversations
Click Save Changes.
View Live Conversations:
- Select Open Live Conversations (see above), or
- Go to Reports > Live Conversations.
3. Alternatively, go to Reports > Real-time Agents report and click Live Conversations in the top-right corner.
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