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Silent Monitoring

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Supervision and quality assurance is an important part of what you do. In most helpline settings, senior volunteers or supervisors may silently monitor calls for the purposes of coaching or giving feedback. The same is possible with Live Chat and Texting in iCarol.

Your system administrators and others with the right permissions can see all active chat or text conversations, and they can even join the session as a silent observer — without being detected by the counselor or visitor — for easy supervision, training, and counselor support without disrupting the conversation

Want to know more about iCarol Messaging? Watch our webinar or Contact us!

Testimonials


California 2-1-1
State of California, USA
"2-1-1 California’s network is pleased with its selection of iCarol as its new statewide data-sharing software solution. The plan to move 25 of our state’s 2-1-1s from operating on several different software programs to one solution has been well organized and executed. Everyone from iCarol’s tech support to management has been responsive and supportive throughout the entire process." - Lilian C., Program Manager

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