Coach mode
Supervisors can talk to agents while they are on a call, without the customer hearing what the supervisor is saying. This enables the supervisor to provide guidance and assistance to the agent on the call.
Supervisors can join an active call in Coach mode directly, or they can escalate to Coach mode from Silent Monitor mode if they are already monitoring an active call.
Only one supervisor can coach an agent at a time.
The following procedure takes place in an open Agent State by Position or Agent State by Time monitor.
- In the Agent monitor, select an agent.
- In the Agent Control tab, click Coach.
- When your phone rings, answer the call to join the call and
begin coaching the agent.
Ignite displays an interaction Received toaster to indicate the incoming call. The Preview pane displays call information for the monitored call.
- If you are on an active call in Silent Monitor mode, you can escalate to Coach mode by clicking Coach in the Agent Control tab.
- If you are on an active call in Coach mode, you can de-escalate to Silent Monitor mode by clicking Silent Monitor in the Agent Control tab.
You can leave the call at any time without affecting the original call between the agent and the customer.