You need to have a Talk seat enabled to listen in on calls

Issue symptoms

I am an admin in Talk but when I access the Live calls dashboard I see this error message: You need to have a Talk seat enabled to listen in on calls. You can enable Talk in the sidebar on your profile page.

Resolution steps

To access the Live calls dashboard and listen to live calls, the agent has to be a member of the Team lead Talk role in the Admin Center. 

For instructions on how to change the users role, see the article: Giving agents access to Talk.