7.1.4 Coaching
(Video instructions available: Coaching)
Coaching is when the supervisor speaks to the agent during the call, but the caller can’t hear the supervisor. Some examples include when an agent is new or when an agent needs assistance on a call. The agent sees the supervisor as one of the parties in the call if they are being coached.
To coach an agent on a call:
- Select the Coach Agent icon.
- While this icon is selected, the supervisor receives a notification when the agent receives a call.
- When the agent receives a call, the supervisor also answers the call to coach. The supervisor can coach an agent whose call is in progress.
- To leave the call, select the eye icon.
When the supervisor leaves, the call continues between the agent and the caller.
This page last updated in Release Number: 22-03
Release Date: 06/25/2022
Effective Date: 06/25/2022