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You are able to talk live to your agents while they are in a call or in between calls (Whisper function). This allows for remote coaching and quick feedback on conversations between the agent and leads. The Whisper function is always available during live calls, but if you would like to enable the “Talk to Agent" feature between calls while processing leads, please contact our support team.
Go to Insights in the menu on the left and choose Live.
Locate the agent you want to listen to and click on the circle next to them. Psst... Agents talking are marked with a green color.
You're now listening to the agent's call.
To talk to the agent, click the grey bubble that overlaps the speaker icon.
You can now talk directly to the agent.
As long as the agent is active on a campaign, you can talk to them during live calls. To speak with them while they are processing leads, the “Talk to Agent” feature must be enabled by contacting the support team.
NB: Please be aware that “Talk to Agent" feature, between calls, will cause some background noise for agents when in processing mode.