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Whisper Coach
When an agent needs assistance, you can immediately switch from simple monitoring to
“Whisper Coach” and converse with the agent without the called party being aware that a
supervisor is present on the call. You can also invoke Whisper Coach while waiting for monitoring
of an idle agent to begin.
“Whisper Coach” and converse with the agent without the called party being aware that a
supervisor is present on the call. You can also invoke Whisper Coach while waiting for monitoring
of an idle agent to begin.
To invoke Whisper Coach while waiting for a silent monitor on a specific agent to start or
when actively monitoring an agent
when actively monitoring an agent
1. Press
the
Coach On softkey.
2. Converse with the agent.
3. To end the coaching session, press the Coach Off softkey.
Note: The Whisper Coach feature is not automatically disabled when the agent clears their
call or switches to a different line appearance. If the supervisor does not disable the feature,
the next time the agent originates or answers a call the Whisper Coach feature is
automatically activated. This behavior does not apply to Group Monitoring.
the next time the agent originates or answers a call the Whisper Coach feature is
automatically activated. This behavior does not apply to Group Monitoring.
Responding to Help
As a Supervisor, Help requests are made to you by Agents under your supervision. These Help
requests are initially for you to silently monitor a conversation in progress. Once you are
monitoring your Agent and a caller they are in conversation with, you have the ability to remove
your Silent Monitor and actively join the conversation in progress. You also have the option of
discontinuing the Silent Monitor mode that was established when you responded to the Help
request.
requests are initially for you to silently monitor a conversation in progress. Once you are
monitoring your Agent and a caller they are in conversation with, you have the ability to remove
your Silent Monitor and actively join the conversation in progress. You also have the option of
discontinuing the Silent Monitor mode that was established when you responded to the Help
request.
Help requests override any Call Forwarding, Do Not Disturb, or Re-routing that may have been
established on your set. A Help request does not respond to Call Pickup from other sets.
established on your set. A Help request does not respond to Call Pickup from other sets.
If you are currently monitoring an Agent who requests Help from you, a delay of five seconds
takes place at the Agent’s set prior to the Agent’s indication that Help is in progress. This is done
so that the Agent doesn’t necessarily know that monitoring was in progress.
takes place at the Agent’s set prior to the Agent’s indication that Help is in progress. This is done
so that the Agent doesn’t necessarily know that monitoring was in progress.
If you are monitoring an Agent who requests Help from a Supervisor other than yourself, your
monitor continues with no indication given to the other supervisor’s monitoring the same agent
that a new supervisor has joined. Nor is there any indication given when a supervisor leaves the
monitor. If the Agent is already being monitored by the maximum number of supervisors when the
Help request is made, the last supervisor to start monitoring will have their silent monitor
terminated to free up resources to add the requested supervisor to the monitor.
monitor continues with no indication given to the other supervisor’s monitoring the same agent
that a new supervisor has joined. Nor is there any indication given when a supervisor leaves the
monitor. If the Agent is already being monitored by the maximum number of supervisors when the
Help request is made, the last supervisor to start monitoring will have their silent monitor
terminated to free up resources to add the requested supervisor to the monitor.
If you have logged in as an Agent in addition to your supervisory role, Agents are able to request
Help from you without knowing your location by using your Log-In I.D. number. This allows you to
move freely from station to station. If you decide to log out during a Help or Silent Monitor
session, the Log Out does not affect the session in any way until you hang up.
Help from you without knowing your location by using your Log-In I.D. number. This allows you to
move freely from station to station. If you decide to log out during a Help or Silent Monitor
session, the Log Out does not affect the session in any way until you hang up.
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