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 productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
- Select action.toolbarbutton.label > send_message.menuitem.label.
To Listen in to a Phone Call
- From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
- Select the radio button in the chanspy.label column.
To Whisper during a Phone Call
- From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
- Select action.toolbarbutton.label > tutor_mode.label.
- The agent can now hear you without the customer hearing it.
To Take Part in a Phone Call
- From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
- Select action.toolbarbutton.label > action_conference.menuitem.label.
- The agent and customer can now hear you.
To Exit a Phone Call
- From the productname.label menu, select monitoring.menu.label > statistic_realtime.win.title, then select a user in the users.label.value pane.
- Select action.toolbarbutton.label > action_hangup.menuitem.label.
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