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Monitor/Whisper/Barge
Real-time coaching and supervision
Supervisors can listen to live calls silently, whisper coaching to agents without customers hearing, or barge into conversations when immediate intervention is needed.
Key Capabilities
Silent Monitoring
Listen to calls without agent or customer knowing.
Whisper Coaching
Speak to agent during call—customer cannot hear.
Barge-In
Join the call as a third party when intervention is needed.
Real-Time Alerts
Get notified when specific calls need attention.
Quality Scoring
Score calls based on custom quality criteria.
Agent Feedback
Provide structured feedback and coaching notes.
Benefits
Real-time coaching
Improved call quality
Better agent training
Quick escalation handling
Quality assurance
Use Cases
1
New Agent Training
Monitor and coach new agents during their first weeks.
2
Quality Assurance
Regular monitoring to ensure consistent service quality.
3
Escalation Support
Barge in to assist with difficult customer situations.