Supervisor Whisper Gadget
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch, FusionPBX
With whisper coaching, a supervisor can speak to agents discreetly during a customer call with information that only the agnet can hear. It also allows contact center supervisors to covertly listen to a conversation between an agent and a customer.
The gadget displays agents of a certain group along with their current state (ready, not ready, talking,..) to the supervisor.
Clicking on an agent while he/she is in ‘Talking’ state starts silent monitoring.
Whisper mode is available for any BiB (Built-in-Bridge) enabled Cisco phone on the agent side. The Whiper functionality for supervisors can be displayed as a Gadget within the Cisco Finesse Desktop or as a Java Snippet embedded into any webpage.