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Always-on live compliance monitoring for disclosure queues

When a queue has Required call disclosures configured, every call answered from that queue is checked live from the moment the agent picks up until the call ends. No supervisor needs to start anything: the monitor starts on answer, checks the call against the queue’s own disclosure phrases, and stops when the call ends. This page covers what the automatic monitor checks, what agents and supervisors see while it runs, how it bills, and what happens if a check fails.

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When monitoring starts automatically

The queue’s disclosure configuration decides which calls are monitored automatically:
  • Queues with required call disclosures. Monitoring starts the moment an agent answers and runs until the call ends. The call is checked against the phrases you set on the queue, not against the default ruleset.
  • Queues without required call disclosures, and calls that do not go through a queue. These are not monitored automatically. A supervisor can still open live monitoring on any of them, which uses the default ruleset as before. See Supervisor live monitoring for voice calls.

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What the monitor checks

  • The queue’s disclosure phrases. Each required disclosure configured on the queue is checked on the call.
  • The active agent script, when set. If the queue has an agent script configured, the call is also checked for script adherence, alongside the disclosure phrases.
A missed disclosure, prohibited language, or a skipped script step that the monitor flags at warning or critical severity produces a violation event, the same severities supervisor monitoring reports.

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Agent in-call alerts

While a call is monitored automatically, the handling agent sees compliance alerts in the agent assist panel of the softphone:
  • Alerts appear only while agent assist is switched on in the softphone. With agent assist off, the monitor keeps checking the call but the agent panel shows nothing.
  • Each alert names the requirement that was missed, so the agent can correct it while the caller is still on the line.
  • A requirement that stays missed alerts at most once a minute, on the same cadence supervisors are alerted.
Supervisors keep receiving the same live violation events they receive today, whether monitoring started automatically or by hand.

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Supervisors and already-monitored calls

When a supervisor opens live monitoring on a call that is already being monitored automatically, the supervisor joins the existing monitoring session. The call is checked once, never twice, and the supervisor’s live view shows the events that session is already producing. Supervisor-only events, and supervisor-started monitoring on calls without automatic monitoring, are unchanged.

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Billing

Automatic monitoring bills AI usage to your account the same way supervisor-started monitoring does.

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When a check fails

Monitoring never affects the call itself. If a compliance check fails or errors mid-call, the call carries on normally; the agent and the caller notice nothing.