Call Whisper

overview call whispering, or whisper coaching, is a feature that allows a supervisor to speak directly to an agent during a live call without the customer hearing this tool is invaluable for providing real time guidance, feedback, and support to agents while they are actively engaged with a customer how it works a supervisor starts by silently monitoring a live call if they identify a coaching opportunity, they can activate the whisper function this opens a one way audio channel to the agent the supervisor can provide suggestions or instructions that only the agent can hear, while the conversation between the agent and customer continues uninterrupted prerequisites the user must have supervisor level permissions the agent must be on a live call configuration steps using call whisper (supervisor) location supervisor > monitor > live monitoring action in the voice tab, find the agent on a live call you wish to coach first, click the listen icon to silently monitor the call while listening, the option to whisper becomes available click the whisper icon to speak directly to the agent use cases new agent onboarding a supervisor whispers tips and reminders to a new hire during their first few live calls complex processes a supervisor whispers step by step instructions to an agent who is handling an unfamiliar or complicated procedure sales coaching a sales manager whispers advice on how to handle an objection or suggests a cross sell opportunity to an agent benefits real time agent development facilitates on the spot training, accelerating agent learning and performance improvement improved first call resolution allows agents to get immediate help to resolve issues correctly the first time boosts agent confidence provides a safety net for agents, knowing that a supervisor can assist them discreetly if they encounter difficulties limitations the agent must be able to listen to the supervisor's whisper while simultaneously paying attention to the customer, which can be challenging