Monitor
Monitor, or silent monitoring, is a supervision feature that lets a supervisor listen to a live call without either the agent or the caller hearing them.
Also called: call monitoring, silent monitoring, listen-in
Monitoring is the passive end of the supervision ladder: listen only, with no way to speak. It is used for quality review, training and spot-checking how calls are actually going, and it usually appears alongside whisper (speak to the agent) and barge (join the call).
Because a third party is listening, monitoring is subject to the same disclosure rules as recording in many places, the familiar "calls may be monitored or recorded" notice exists for this reason.
With an AI handling the call, monitoring means a person from the business listening in on the AI’s conversation as it happens.