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
- 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
- From the VCC Live® menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
- Select Actions > Send message.
To Listen in to a Phone Call
- From the VCC Live® menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
- Select the radio button in the Listen column.
To Whisper during a Phone Call
- From the VCC Live® menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
- Select Actions > Tutor mode.
- The agent can now hear you without the customer hearing it.
To Take Part in a Phone Call
- From the VCC Live® menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
- Select Actions > Conference.
- The agent and customer can now hear you.
To Exit a Phone Call
- From the VCC Live® menu, select Monitoring > Real-time monitoring, then select a user in the Users pane.
- Select Actions > Ending monitoring session.
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