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You can list who is on call or Status of each active agent
You can pick any agent and connect to them for call whispering
You can check agent Logs / call history as well as status history while using this feature
You can change agent status or you can even log out an agent in the same call whispering panel
You can create your own call whispering feature with our integration module
Admins now have the ability to listen in live calls silently without interfering the agent or the customer.
Monitor Agent Performance
Monitor customer sentiment
Spot check on call Quality
Keep track of most common customer issues
Long on hold time
Agent giving wrong
Admin can whisper information during the live call, so that an agent can correct his or her path by properly answering questions or adequately addressing concerns.
Client on Call
Team up on high-priority calls to help agents find practical solutions for stressful scenarios. Connect with multiple parties, use your expertise to resolve the critical issues through a conference call thereby improving your SLA & FCR metrics.