Spy mode allows an administrator to enter an existing conversation silently without interrupting an ongoing call; neither the agent nor the caller is notified of the administrator’s presence.
Say you’re the manager over a sales team. With spy mode you can listen in undetected on any conversation to assure quality of service without interruption.
During a spy session, can an administrator choose to whisper or barge in on a call?
Yes, only an administrator can spy on a call, and he may switch between call monitoring modes in real time.