Live Agent Coaching (Whisper & Barge)

overview live agent coaching refers to a set of supervisor tools, including call whispering and call barging, that allow for real time intervention and support during a live customer call these features are essential for on the spot training, de escalation, and quality assurance how it works after silently monitoring a call, a supervisor can use one of two coaching modes whisper the supervisor can speak directly to the agent without the customer hearing this is used to provide private guidance or instructions barge the supervisor can enter the conversation and speak with both the agent and the customer, effectively turning the call into a three way conference prerequisites the user must have supervisor level permissions the agent must be on a live call configuration steps using whisper or barge (supervisor) location supervisor > monitor > live monitoring action in the agents list sub tab, identify an agent on a live call this will open up a popup first, click the listen icon to silently monitor while listening, click the whisper icon to speak only to the agent alternatively, click the barge icon to enter the call and speak with both the agent and the customer use cases whisper coaching a supervisor whispers a key piece of product information to a new agent who is struggling to answer a customer's question barge in de escalation a supervisor barges into a call with an irate customer to take over the conversation and provide a resolution benefits real time agent development facilitates on the spot training and correction, accelerating agent learning immediate issue resolution enables supervisors to intervene directly to resolve difficult situations or prevent escalations improved quality assurance allows supervisors to actively manage call quality and ensure adherence to company policies limitations overuse of these features can undermine an agent's confidence and may be perceived as micromanagement