The Whisper feature allows supervisors to privately coach agents while the agent is actively speaking with a Caller.
Unlike Barge In, Whisper keeps the coaching completely hidden from the Caller, enabling real-time guidance without interrupting the customer experience.
Whisper is ideal for training new agents, supporting complex conversations, or assisting agents during escalations — all without the customer’s awareness.
Note: To access this feature, your agent role must have the View Contact Center Dashboard & Monitor Live Calls permission enabled.
What Is Whisper?
Whisper Mode enables a supervisor to speak directly to the agent on an active call.
The Caller never hears the supervisor, ensuring that the primary conversation remains uninterrupted.
Whisper is available only after the supervisor has begun Listening to the call.
How to Start Whisper Mode
- From the Live Dashboard, locate an active call.
- Click Listen to enter Silent Monitoring mode.
- Once listening, select Whisper.
- The supervisor is immediately connected in Whisper Mode.
The agent hears the supervisor, but the Caller does not.
What Happens in Whisper Mode
Supervisor → Agent
- The supervisor can speak directly to the agent.
- Coaching instructions are audible only to the agent.
Agent → Supervisor
- The agent should not respond verbally to the supervisor, as their voice would be heard by the Caller.
- The agent should follow the supervisor's guidance naturally within the conversation.
Caller
- The Caller remains unaware of the coaching.
- The Caller hears only the agent.
Agent Notification
When the supervisor enters Whisper Mode:
- The agent hears a distinct audible beep
- The agent also sees a visible indication in the UI that coaching has begun
- The Caller does not hear any beep or indication
Supervisor Options While Whispering
While in Whisper Mode, the supervisor can:
1. Return to Listen Mode
Switch back to silent monitoring at any time.
2. Barge In
Fully join the call as a third participant, making their presence known to both agent and Caller.
This provides a natural escalation path: Listen → Whisper → Barge In
Caller Experience
- The Caller hears only the agent, never the supervisor.
- There is no disruption or audio indication for the Caller.
- Whisper remains completely transparent to the customer.
Summary
Whisper Mode empowers supervisors to provide real-time coaching while preserving a smooth customer experience:
- Private agent guidance
- No impact on the Caller
- Clear audible and visual notifications to the agent
- Smooth transitions to Listen or Barge In