The Dashboard allows agents and admins to join, coach, or listen in on live calls.
Step-by-Step Instructions on How to Barge/Monitor/Whisper
- Click on "Dashboard"
- In "Dashboard" , you can listen to your agents
- There are three ways on how to listen to your agents
- Barge – It permits the Admin and the Agent to be on a call simultaneously with the customer
- Listen –The Agent will not be able to hear the Admin so he is unaware that someone is listening
- Whisper – Only the Agent and the Admin and hear each other. It allows the Admin to speak to the agent while the call is ongoing without the customer hearing the Admin.
Note: When an icon is selected, two other icons will disappear. Press the same icon again to stop the current action and to select other icons.