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Agent Whisper

We have now introduced the ability for contact center supervisors to barge in to active calls between agents and customers, listen in, coach or train agents live with Whisper feature. Supervisors can begin monitoring a live call handled by an agent any time during the call, speak to agents by initiating a 1:1 private conversation with the agent. The customer on call does not hear this conversation.

To whisper during monitored calls:

  1. Click Monitoring from the Window Menu in Agent Console.
  2. In the Monitoring Window, select Agent Management tab. It lists all the agents you have permission to monitor.
  3. Select the agent you wish to monitor and click Monitor link.

  4. In the Monitoring window, click icon next to the agent to begin monitoring.



    If the agent is on a call, you can listen in.
  5. Click Start Agent Whisper to whisper to the agent. Agent hears a beep signaling the whisper session.



  6. To end whisper, click End Agent Whisper.
  7. Click Finish Monitoring.

 


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