Live Agent Coaching (Whisper & Barge)

overview monitoring operations allow the supervisor to intervene or observe a live call session through a floating panel accessed by clicking on an agent's record in the live monitoring screen these functions are only highlighted when the agent is on a call, with the exception of the "force logout" function snoop (listen/monitor) function (source manual definition) this feature is used when the supervisor wants to listen to the conversation between the agent and the customer on a live call while a call is being snooped, both the agent and the caller will remain unaware of the supervisor’s activity steps to perform snoop navigate to the live monitoring screen for the desired voice campaign (inbound or outbound) select the record of an agent who is on a live call in the agent list this opens the floating window with the monitoring buttons enabled click the snoop button to connect in between the call in snooping mode to end the snoop call, click the same button again use cases & benefits (external research) quality assurance (qa) allows managers to conduct silent, non disruptive monitoring of agent customer interactions to ensure adherence to company policies, scripts, and service standards performance assessment enables the collection of unbiased, real time data on an agent's typical performance without altering their behavior identifying training gaps helps supervisors uncover systemic issues in agent knowledge or current call center scripts whisper function (source manual definition) this feature is used when the supervisor wishes to guide or assist the agent during a live call the customer will only hear the voice of the agent and will not hear the supervisor steps to perform whisper navigate to the live monitoring screen for the desired voice campaign select the record of an agent who is on a live call in the agent list click the whisper button to connect in between the call in whisper mode the supervisor can end the whisper call by clicking the same button again use cases & benefits (external research) real time coaching enables supervisors to provide instant, discreet advice to an agent (e g , correct a misstatement or offer critical product information) new agent onboarding acts as a safety net for new or struggling agents, boosting their confidence and allowing them to handle live calls sooner with expert backup complex queries helps agents navigate difficult or unique customer problems without placing the customer on hold, leading to faster issue resolution barge function (source manual definition) barge allows the supervisor to take ownership of the call when a supervisor barges, the agent goes on mute mode automatically but can still listen to the conversation between the customer and the supervisor steps to perform barge navigate to the live monitoring screen for the desired voice campaign select the record of an agent who is on a live call in the agent list click the barge button to connect in between the call the customer relationship management ( crm will be popped up on the supervisor's workbench automatically the supervisor is now the owner of the call and must dispose of the call by selecting a disposition use cases & benefits handling escalations allows the supervisor to immediately intervene when a customer requests a manager or a call is deteriorating de escalation of high stress calls enables a senior, experienced team member to take full control of a conversation, especially with highly frustrated customers correcting critical errors provides the ability to override an agent who is about to make a critical, policy breaching, or compliance related error