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Realtime Actions: Listen, Whisper, Barge

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The Whisper action on the Realtime‍ page allows the manager to listen to the agent talking and talk to the agent or to both parties.

To use the feature:

  1. Click Actions  on the respective agent's card and select Whisper.
  2. In the window that opens, enter your user login in the box and click Whisper.
  3. Answer the incoming call.

You will start listening to the agent. You can also take the following actions:

  • Press 5 to switch to the Whisper mode and talk to the agent
  • Press 6 to switch to the Barge mode and talk to both the agent and the customer
  • Press 4 to switch to the Listen mode again and listen to the conversation

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