Managers have the ability to discreetly listen to live calls in Regal. Managers can start listening to calls by opening the Task Slideout of the call. There are two ways to access the Task Slideout in Regal - by clicking on a task on the Agents page and by clicking on the task type on the Upcoming Tasks page.


You can start listening to a live call by clicking the “Start Listening” button. This will only be present when there is a live call to listen to. When listening, you can hear both the agent and the contact, but they won’t be able to hear you. You can stop listening at any time without affecting the call.

If you’d like to listen to a call that has ended, you’re able to find the recording on the Past Tasks page.