With the Call Barge-in, Listen and Whisper feature on Distrobird, supervisors and managers can monitor live calls and guide teammates in their conversations with prospects or customers. This article will explain the differences between the three monitoring modes and how to use them.
The call barge-in feature enables supervisors or managers to drop in on live calls and speak with both the caller and receiver, allowing managers to take a more hands-on role in training teammates.
With the whisper feature, managers/supervisors can join in on active calls to provide support and training to the agent. This means that only the agent, not the caller, can hear what the manager is saying.
The listen feature lets you do just that, without speaking to the receiver or caller. Supervisors/managers can only monitor the conversation that is being had without making any contributions or comments during the call.
To listen, whisper, or barge in on a call, follow the steps below.
- Select Calls from the hamburger menu .
- On the sidebar on your calls page, click Call Reports
- On your Call Reports page, scroll to the Active Calls section to see a list of all active calls in your workplace.
- Navigate to the row of a live call and, depending on the action you wish to perform, select Barge-in, Whisper, or Listen.
Note: Teammates receiving a call will not be notified when a supervisor or manager joins the call.
If you have additional questions regarding the call barge-in, whisper or listen features on Distrobird, do not hesitate to contact us at firstname.lastname@example.org; a member of our team will be happy to respond to your questions and resolve any issues you might be experiencing.