Silent Coaching and Whispering

You can listen into 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 call state.

Table of Contents

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 Observe 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.

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