Requires administrator rights or the following permission:
You are able to talk live to your agents while they're in a call or in between calls. This allows for remote coaching and quick feedback on conversations between the agent and leads.
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 - regardless of their current activity (talking, processing).