In this article, we will show how to make coaching easier.
To make it easier to coach your agents remotely, we made it possible to engage with them directly from the Live overview. Instead of only listening in on their conversation, you can now also click 'Talk to agent' in the agent panel, which allows you to talk directly to the agent you're currently listening to.
It works both while they're talking to customers, but also between calls.
How to use the function
1. Go to ''Statistics and reports''.
2. Select ''Live,'' and you will be able to see all your agents and what status they are in.
3. To activate the function, you have to press on the agent that you would like to listen to or coach.
4. In order to talk to the agent, you then press the smallest circle called "talk to agent." It is also shown below. When the circle is green, you can talk to the agent. When it is grey, you are muted.