Silent Coaching and Whispering

You can listen to ongoing phone conversations and talk to an agent without the customer hearing. You can also take part in the phone call.

Note: Silent coaching and whispering features are only available when agents are in a call state.

Table of Contents

• To Send a Message to an Agent
• To Listen in to a Phone Call
• To Whisper during a Phone Call
• To Take Part in a Phone Call
• To Exit a Phone Call

To Send a Message to an Agent

1. From the VCC Live menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
2. Select Actions > Send message.

To Listen in to a Phone Call

1. From the VCC Live menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
2. Select the radio button in the Listen In column.

To Whisper during a Phone Call

1. From the VCC Live menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
2. Select Actions > Tutor mode.
3. The agent can now hear you without the customer hearing it.

To Take Part in a Phone Call

1. From the VCC Live menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
2. Select Actions > Conference.
3. The agent and customer can now hear you.

To Exit a Phone Call

1. From the VCC Live menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
2. Select Actions > Ending monitoring session.