Listen, Whisper, and Barge

Managers can use the Listen, Whisper, and Barge options in CommPeak Dialer to listen to agent conversations and talk to the agent or both parties.

This article describes how to start whispering from the Realtime Stats page. Alternatively, you can Listen, Whisper, and Barge from the built-in softphone.

Perform the following steps to start whispering from the Realtime Stats:

1. On the Realtime Stats page, navigate to the agent on a call to whom you wish to whisper:

• If you are in the grid view, locate the agent box with the outgoing call icon in the agents' grid.

  

• If you are in the table view, locate the row with an agent on a call in the agents' table.

  

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To switch between grid and table views, click the buttons in the top-right of the Realtime Stats page.

2. Click the three-dot menu for additional actions, then select Whisper.

   

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In the agent row, just click the headphone icon in the end of the row.

2. You will get a notification in a pop-up window. Click OK.

   

3. Accept an incoming call in your phone client.

   

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You can also activate the auto-answer feature to ensure that your whisper calls answered automatically.

You will be connected in the Listen mode.

4. To switch to other modes, click on the keypad icon.

5. You will see the keyboard on the screen, and then you can press the following numbers:

• 1 to switch to the Whisper mode and talk to the customer
• 2 to remain in the Whisper mode and talk to the agent
• 3 to switch to the Barge mode and talk to both the agent and the customer
• 0 to release and listen to the conversation.

You will hear a voice notification that the chosen mode is activated.

6. When you're done, click Dial.

7. Then click the red button to disconnect from the call.