Accessing Coaching Tools
Login to the Dialer – On the homepage, you will see all the agents in your agency and their statuses.
Action Options – In the action column for each agent, you’ll find two main options:
Listen (with Whisper or Barge modes)
Chat (in-dialer written messages)
Features & Behavior
1. Whisper Mode
Function: Admins can speak directly to the agent without the customer hearing.
Recording Impact: Whispered audio is not recorded, preserving the privacy of coaching.
Best Use: Discreet coaching and live guidance without interrupting the customer experience.
2. Barge Mode
Function: Admins join the conversation as active participants. Both the agent and the customer can hear the admin.
Recording Impact: The admin’s voice is recorded along with the rest of the call.
Best Use: Direct intervention when necessary, such as compliance issues, escalations, or training opportunities.
3. Chat Option
Function: Admins can click the chat icon to send messages directly to the agent in the dialer.
Flexibility:
Chat can be used instead of joining the call to provide coaching.
Admins can also listen to the call and chat simultaneously if they believe multiple voices may confuse the agent.
Best Use: Written coaching, sharing quick reminders, or discreetly supporting agents when verbal input isn’t ideal.
📌 Note:
Use Whisper for discreet coaching without impacting the call recording.
Use Barge for real-time intervention when you need to be actively heard.
Use Chat for written support that avoids disrupting the conversation flow