Advanced Call Features
Listen, Whisper, or Take the Call Over
Record the call, read it back as a transcript, and move it without dropping the caller. A supervisor can listen in, coach the agent without the caller hearing, or take the call over while it is still going.
Caller
“Can we move it to Thursday?”
Maya and the caller can't hear you.
What You Can Do on a Live Call
Listen Without Joining
Silent monitoring lets a supervisor hear the agent and the caller. Neither of them hears the supervisor.
Whisper to the Agent
Coach in the agent's ear. The caller doesn't hear it, so you can suggest the next line while the conversation is still open.
Take It Over
Join the call, or take it from the agent, when it needs someone else. The caller stays on the line.
Recording, With an Opt-Out
Calls can be recorded automatically, and a caller can opt out. You keep the recording for the calls where you're allowed to.
A Transcript of What Was Said
Each recorded call can be transcribed, so you can read what happened without playing the audio back. Live transcription is there when you want it during the call.
Transfer or Hold, Still on the Line
Send the caller to another queue or to an extension, from a code or from the screen. Hold plays the queue's music until someone picks up.
- Maya
You're booked for Thursday the 14th, at 10:30.
Transfer to ext 1001, or to the support queue, without dropping the caller.
What Being on the Call Is Worth
A Bad Call Can Be Caught While It's Happening
Listen, then whisper a correction, or take the call over. The caller doesn't have to ring back and start again.
The Caller Doesn't Hear the Coaching
Whisper stays in the agent's ear. You can help without turning the call into a conference the customer didn't ask for.
You Can Read the Call Afterwards
A recording and a transcript mean the review doesn't depend on someone remembering what was said.
Moving the Call Doesn't Drop It
Transfer to a queue or an extension, or hold with music, and the caller stays connected the whole way.
The Rest of the Switchboard
These are the tools on a live call. The menu, the queues, and the floor view are how that call got here.
Menus, direct lines, and the person who has been free longest.
A list, a queue, and a window of time. Answered calls reach a free agent.
Inbound and outbound queues, with your own message and hold music.
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