I work at home and my job is going to start listening to agents even when the phone is muted and even outside of calls.

They also made it so the calls are automatically delivered instead of it ringing and you answering yourself. So if you’re watching a Netflix video while you wait for the next call you will not have the chance to turn it off anymore. There is so much drama about it in my Microsoft teams chat. None of the IT help desk agents agree with being listened to on the job.