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call monitoring
(redirected from Telephone tapping)

    Also found in: Dictionary/thesaurus, Legal, Wikipedia, Hutchinson 0.10 sec.

A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.



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Decisions on telephone tapping could be taken only by special permission of the courts.
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