---
title: "Automatic monitoring"
slug: "aw-automatic-monitoring"
updated: 2026-07-23T10:07:04Z
published: 2026-07-23T10:07:04Z
canonical: "help.8x8.com/aw-automatic-monitoring"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Automatic monitoring

With **8x8 Contact Center**, the ability to monitor and archive agent-customer conversations is critical to ensuring the quality of customer service provided by your call center business. The silent monitoring feature allows a supervisor to eavesdrop on a conversation between an agent and a customer without either party knowing that they are being monitored.

As a supervisor, you can listen in on all calls handled by an agent without having to manually turn on monitoring for each call. Any time the agent engages in a queued call, you are immediately offered a monitoring call automatically. Answer the call to listen to the agent's conversation. As a supervisor, you can enable settings to automatically invoke agent monitoring.

**To set up automatic monitoring:**

1. In the **Monitoring** window, select the agent you wish to monitor and click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon_beginMonitor.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A24Z&se=2026-11-03T23%3A40%3A24Z&sr=c&sp=r&sig=vp21zM2S8MhOYvqaRBkkVHtFvThGrfWKc4ChtrKYLqo%3D) (the icon turns blue) or **Start Monitoring** to begin monitoring. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/automatic-monitoring.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A24Z&se=2026-11-03T23%3A40%3A24Z&sr=c&sp=r&sig=vp21zM2S8MhOYvqaRBkkVHtFvThGrfWKc4ChtrKYLqo%3D)
2. When the agent engages in a queued call, you are offered a monitoring call.
3. Answer the call to listen in.
4. Click **End Call** in your **Control Panel**. OR Drop the call on your phone.

> [!NOTE]
> Note:
> 
> Do not click **Finish Monitoring** to retain the automatic monitoring settings.
5. When the agent handles the next call, you are offered the monitoring call again. Use your phone to listen in.