# Genesys Quality Management Suite 8.1.520 : Listening to Live Calls

Supervisors that have the Live Monitoring privilege can view calls within their assigned number range. This is the same range of calls that display in Recorded calls in Call Recording.

When Live Monitoring launches, each call that occurs after launch within the range, displays in a list. As new calls within the number range start, they are added to the list. Calls that finish disappear within ten seconds of finishing unless they are selected. Each recorded or prerecorded segment within the assigned number range in a conference call displays as a separate row.

To listen to a call:

1. Click a row in the list to select a call to monitor. The row for the selected call turns orange.
2. Click on the user interface to play the call.
   Alternatively double-click the row with the call.
   In both cases Live Monitoring plays the conversation on the system.
3. When playing the call is replaced by . To stop listening to the call click or select another call.

   Adjust the call Balance and Volume as appropriate.

   Once a call is selected it stays selected even if the call terminates. This allows the supervisor time to view external data or to add a supervisor comment. However the call is not available in the Recorded calls list until it is deselected.

4. To deselect the call; press Ctrl + click the call row, select any other call, or click below the list in the space immediately above the and buttons.