Whisper

Definition

A feature that allows supervisors or managers to listen to an ongoing customer call without the customer being aware. The purpose of whispering is to provide guidance or real-time coaching to the agent, helping them navigate the call more effectively without interrupting the flow of the conversation.

How Whisper Works

• Supervisors/Managers can listen to the call in real-time.
• The Agent can hear the supervisor’s advice or prompts in their headset, but the customer cannot hear the supervisor’s voice.
• The supervisor can provide tips, suggest responses, or help the agent with troubleshooting or any specific information needed during the call