We're excited to introduce the second part of the call monitoring functionalities you've been asking for: Call Whispering, a new feature that lets Admins and Team Leads coach agents live during phone calls.

What’s New

Provide real-time guidance to agents while they’re on a call, discreetly and seamlessly.

• Whisper to agents during active calls

• Only the agent hears you, not the caller

• Whispers are not included in call recordings

• Turn whispering on or off instantly from the phone bar while listening in to a live call

How to Use It

1. Start Listening to an active call from:

   • Statistics → Live Voice, or

   • Any ticket with an ongoing call

2. Click the Whisper button in the bottom phone bar to start coaching

3. Click again to turn whispering off

4. Click Stop Listening to exit