Business phone call monitoring software, one view for every softphone.
Business phone call monitoring software that unifies softphone integrations, call metadata, optional call recording, and agent-level call analytics in one dashboard. Metadata streams from Zoom Phone, RingCentral, Dialpad, Aircall, Teams, and Webex the moment a call connects. Duration, direction, disposition, wrap time, and missed rings, all correlated to the agent behind the headset. Recording stays off until a role explicitly opts in. Built for call centers, sales floors, and support teams that need answers, not surveillance.
6 softphone integrations · Metadata by default, recording opt-in
Six call center monitoring capabilities, wired to one view.
Softphone integrations feed structured call events. Optional call recording is a separate, opt-in layer that reuses the same role-based access controls and audit trail.
Softphone Integrations
Native softphone integration for Zoom Phone, Dialpad, RingCentral, Aircall, Microsoft Teams Phone, and Cisco Webex Calling. Call metadata streams over each platform's own API, no telephony middleware or SIP proxy required.
Call Metadata Capture
Duration, direction, disposition, agent ID, queue, and hold segments streamed for every business phone call. Structured metadata alone answers most QA, sales, and coaching questions, without audio in play.
Optional Call Recording
Opt-in call recording software: when a role turns it on, recording pulls from the softphone's native API and stores each file with role-scoped access, retention limits, and a full access audit trail on every playback.
Wrap-Up Time Tracking
Correlates end-of-call softphone events with post-call CRM and application activity to measure real wrap time. Alerts fire when wrap crosses the team threshold you set per queue or agent group.
Missed Call Alerts
Every unanswered ring past your SLA threshold fires a real-time alert. Callback compliance is scored against the same SLA so support and sales floors see breaches before customers do.
Agent-Level Call Analytics
Per-agent handle time, wrap distribution, missed-call rate, and outbound cadence. Agent performance leaderboards, distribution curves, and drill-through back to the raw call event on the underlying softphone.
Call analytics platform: every call, one dashboard, drill-through to the event.
Call analytics KPIs update as calls close. Filter by queue, agent, softphone platform, or time window; click any bar or row to drop into the underlying calls and the associated agent activity.
Hourly call volume
Agent leaderboard · calls today
From softphone integration to agent performance analytics in three steps.
Integrate once. Call metadata streams from day one. Call recording software lights up only where a role opts in, and access is logged from the first playback.
Connect the softphone
Authorize eMonitor in your softphone admin console (Zoom Phone, Dialpad, RingCentral, Aircall, Teams, or Webex). Agents keep the same phone workflow. No handset changes, no SIP proxy, no rerouted traffic.
Stream call metadata
Each call event, ringing, answered, held, transferred, wrap, disposition, is streamed to eMonitor and joined to the agent's activity timeline. No audio moves during this step.
Analytics + optional recording
Managers see live KPIs, leaderboards, and SLA breaches. If a role opts in to recording, files are pulled from the softphone API, stored with role-scoped access, and available for QA review.
Every business phone call becomes a structured, exportable event.
Same call metadata shape across every softphone integration. The recording URL appears only when the role has opted in to call recording.
Four jobs business call monitoring does better than fragmented reports.
Call center QA monitoring
- Score recorded calls against a QA rubric, sampled or targeted by keyword flag
- Route calibration disputes with side-by-side reviewer scoring
- Push QA outcomes back to the agent dashboard for self-review
- Report on QA coverage, pass rate, and coaching action items per team lead
Sales team call performance analytics
- Compare outbound sales call cadence and connect rate across the whole sales floor
- Correlate call time to pipeline generated per rep with objective inputs
- Surface the top performer's dial pattern for coaching replication
- Cut manager pipeline-review prep from hours to a single dashboard
Support call SLA compliance tracking
- Track callback SLA compliance against your published response window
- Flag long holds and blind transfers before customers escalate
- Report first-call resolution using disposition plus follow-up call ties
- Alert on missed inbounds during peak queue windows
Regulated communication recording
- Preserve broker-dealer calls to satisfy FINRA Rule 3110 supervision
- Retain MiFID II order-related calls for the 5 to 7 year window
- Handle verbal PHI under a signed BAA with scoped access controls
- Pause recording during PCI-DSS card-entry segments automatically
Call center monitoring software built for teams that live on the phone.
Fragmented native softphone reports vs. eMonitor unified call monitoring software.
Each softphone reports on its own calls in isolation. eMonitor joins them to the agent, the day, the queue, and the QA rubric in one call analytics platform.
| Dimension | Fragmented softphone reports | eMonitor unified call monitoring |
|---|---|---|
| Scope | One platform at a time | All six softphone integrations in one view |
| Agent identity | Platform-specific ID per softphone | Unified employee record across platforms |
| Wrap-up time | Rarely reported | Correlated with post-call CRM and app activity |
| QA workflow | Manual sampling, spreadsheet scoring | Flag, score, route, and calibrate in-app |
| SLA alerts | Delayed daily reports | Real-time alerts on breach |
| Retention control | Fixed to platform defaults | Per-role, per-queue, plan-driven, FINRA and MiFID II aware |
| PCI-DSS pause | Manual, agent-triggered | Automatic pause on card-entry trigger |
| Recording access audit | Basic playback log | User-level audit trail on every playback |
The gap that matters: softphones report on themselves. When a team runs Zoom Phone for sales and RingCentral for support, no single native report shows the whole company's call day. eMonitor's reporting and dashboards pair both into one call analytics view without ripping and replacing either softphone platform.
PCI-DSS ready call recording software, compliance built into the call flow.
Metadata is the default. Audio is the exception.
- Metadata by default. Every integration starts in metadata-only mode. Duration, direction, disposition, and wrap answer most QA and analytics questions without touching audio.
- Recording opt-in per role. Admins turn recording on for a role (regulated advisors, QA-scoped agents), never per user in the dark. Every user in that role sees an in-app notice before their first monitored call.
- Employees are notified. Written policy at onboarding, a recorded announcement on outbound recorded calls, and a live indicator in the agent's softphone shell whenever recording is active for their role.
- Retention limits. Metadata and recordings both retire on the plan schedule with per-role overrides for regulated retention (FINRA 3 years, MiFID II 5 to 7 years). Access to recordings is logged in activity logs, creating the audit trail regulators expect.
Business Phone Call Monitoring Software FAQ
Is call recording legal for businesses?
Business call recording legality depends on jurisdiction. US federal law and most states operate under one-party consent, meaning recording is legal if one party (usually the business) is aware. Eleven US states and most of the EU require two-party (all-party) consent under laws such as CIPA and GDPR. eMonitor supports both models: role-scoped recording, an in-app notice for every affected agent, and an optional recorded announcement at the start of outbound calls. Consult legal counsel for your specific jurisdictions.
Which softphone platforms does the call monitoring software integrate with?
eMonitor's call center monitoring software integrates with six major softphone platforms out of the box: Zoom Phone, Dialpad, RingCentral, Aircall, Microsoft Teams Phone, and Cisco Webex Calling. Call metadata (duration, direction, disposition, wrap time) streams automatically over each platform's native API. Recording pulls use the same native API where available, and only when recording is enabled for the role.
Is the call recording software PCI-DSS compliant?
Yes. Recording can be paused automatically during the card-entry portion of a transaction using triggers from the CRM or softphone. This prevents cardholder data (PAN, CVV) from ever entering the recording, which is required for PCI-DSS compliance on card-not-present phone payments. Pause-and-resume is configurable per role and per queue, and access to recordings is logged for the audit trail PCI-DSS requires.
What call metadata does the phone call monitoring capture by default?
Metadata by default includes call_id, from and to numbers, duration, direction (inbound or outbound), disposition (answered, missed, voicemail, abandoned), wrap-up time, agent identifier, and the softphone platform. Audio content is never captured unless recording is explicitly enabled for the role. Metadata alone supports most QA, sales performance, and coaching workflows without recording overhead.
Is call recording enabled by default?
No. Recording is opt-in per role, not per user. An admin turns recording on for a specific role (for example, regulated financial advisors or QA-scoped agents) and every user in that role sees a clear in-app notice before their first monitored call. Roles without recording enabled produce metadata only.
How does the call analytics platform calculate missed calls and SLA breaches?
Missed inbound calls are flagged the moment the softphone reports an unanswered ring past the SLA threshold you define. Callback compliance is calculated as the time between the missed call and the return call. Support teams typically set a 15-minute callback SLA; sales teams set 5 minutes for hot inbound leads. Real-time alerts fire on breach so supervisors can intervene before customers escalate.
What is wrap-up time and why does the call monitoring software track it?
Wrap-up time is the interval between the end of a call and the moment the agent becomes available for the next call, typically spent on CRM notes and dispositioning. eMonitor tracks wrap by correlating softphone state with post-call application activity. Excessive wrap is the single largest hidden driver of low agent utilization in most support and BPO environments, and it rarely appears in native softphone reports.
How long are call metadata and recordings retained for compliance?
Metadata is retained per your plan: 90 days on Professional, up to 7 years on Enterprise for regulated industries. Recordings, when enabled, follow the same tier but with per-role overrides so financial services (FINRA Rule 4511: 3 years), MiFID II (5 to 7 years), and HIPAA (6 years) requirements can be met. Retention is enforced automatically and exports are available before expiry.
Related features
Activity Logs
Second-level timeline of every app and call event, ready for audit or investigation.
Learn more →Real-Time Alerts
Fire alerts on missed calls, SLA breaches, long holds, and wrap-time thresholds.
Learn more →Reporting & Dashboards
Unified call KPIs across queues, agents, and softphone platforms.
Learn more →Screen Recording
Add visual context to a QA-flagged call by pairing with periodic screen captures.
Learn more →Compare eMonitor: Best Monitoring Software 2026 · vs Hubstaff · vs Time Doctor