Using whisper coaching, the supervisor can instruct agents during a call without informing the customer. Furthermore, it allows contact center supervisors to covertly listen to a conversation between an agent and a customer. The gadget displays agents along with their current state (ready, not ready, talking etc) to the supervisor. Clicking on an agent while he/she is in ‘Talking’ state, starts the silent monitoring.
Supervisor Whisper Gadget
Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)