Call Whispering: Live agent coaching

We're excited to introduce the second part of the call monitoring functionalities you've been asking for: Call Whispering, a new feature that lets Admins and Team Leads coach agents live during phone calls.

What’s New

Provide real-time guidance to agents while they’re on a call, discreetly and seamlessly.

Whisper to agents during active calls

Only the agent hears you, not the caller

Whispers are not included in call recordings

Turn whispering on or off instantly from the phone bar while listening in to a live call

How to Use It

Start Listening to an active call from:

Statistics → Live Voice, or

Any ticket with an ongoing call

Click the Whisper button in the bottom phone bar to start coaching

Click again to turn whispering off

Click Stop Listening to exit