Whispering to an agent on a call

As a supervisor, you can privately speak with an agent while they are on an active call with a customer. It allows you to coach the agent during the interaction. When you start whispering to the agent, the customer does not hear the conversation.

To whisper to an agent:

  1. Navigate to the Supervisor Workspace page.
  2. From the Agents table, identify the agent you would like to monitor.
  3. Click the agent's avatar or select Show more (). Then, select [Monitor agent name].

  4. From the Monitoring tool bar, select Whisper to privately speak to the agent. The customer does not hear the discussion. However, you can hear the conversation between the agent and the customer.