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

1. From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
2. Select action.toolbarbutton.label > send_message.menuitem.label.

To Listen in to a Phone Call

1. From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
2. Select the radio button in the chanspy.label column.

To Whisper during a Phone Call

1. From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
2. Select action.toolbarbutton.label > tutor_mode.label.
3. The agent can now hear you without the customer hearing it.

To Take Part in a Phone Call

1. From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
2. Select action.toolbarbutton.label > action_conference.menuitem.label.
3. The agent and customer can now hear you.

To Exit a Phone Call

1. From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
2. Select action.toolbarbutton.label > action_hangup.menuitem.label.