On access control, listen to both speakers and microphone

As an administrator, I would like the ability to connect in to the machines in the access control page and listed to both their microphone input and speaker output.  From my testing, I can only listen to one of the channels at a time.

My scenario is this:

I work at a call center and have remote access to all machines on the floor.  As a QA function, I would like to watch the call center agent's screen(s) and listen to their phone call at the same time.

Someone else posted about this several years ago and I am looking to address the same functionality: https://controlforum.connectwise.com/yaf_postst4820_Sound-Settings-to-Listen.aspx