Call Center Manager: Whisper Coaching

Voicent Call Center Manager allows a manager or a supervisor to coach an agent during live conversations. The coaching audio is inaudiable to customers. To turn on coaching mode, select Manage from the program main menu, then select Whispter Coaching.

Please note whispter coaching audio is only available when an agent is currently under monitoring. (Without hearing what an agent and customer say, it is probably hard for a manager to coach an agent).

The whisper coaching mode will be on until being turned off. Once set, the icon of the agent or line will show a red border for call monitoring and a black boarder, indicating the manager is in coaching mode. Whenever the agent answers a call, the call conversation audio will be forwarded to the manager, and the manager’s audio will be forwarded to agent but not to customer.