Managerial Call Monitoring

Managerial Call Monitoring

I manage a team that uses ServiceDesk Plus. Occasionally I see calls on the system that I'd like to keep an eye on the progress of just to make sure things are going smoothly e.g involving sensitive customers, possible high profile issues, technically challenging stuff etc. Ideally I'd like to be able to bring up a list of such ongoing calls that I'm interested in. Does anyone do this or have thoughts on a good way to do it ? Thanks