October 15, 2026 | 14 view(s) | 0 people thought this was helpful
Whisper Coaching
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With the Whisper Coaching feature, an authorized supervisor who is already listening to an active voice interaction can speak to the agent. The audio path is one-way from supervisor to agent; the customer cannot hear the supervisor, and the agent does not get a separate private channel back to the supervisor.

Coach an agent

Whisper Coaching brings an established live-coaching capability from the Tenant Management portal into the Supervisor Desktop. It lets you provide discreet verbal guidance while an agent remains in conversation with a customer.

You can initiate Whisper Coaching during active listening and scheduled listening sessions.

Before you begin

  • Your Control Hub user profile and resource collection must include Whisper Coaching.
  • The interaction must be an active voice call.
1

Choose the active interaction that you want to coach. Click View in the Actions column.

2

Click the Listen button on the interaction details page.

The listening request pop-over appears.

3

Answer the call.

The listening control pane appears, allowing you to listen to the live conversation.

4

When listening is active, select Whisper coach. Start speaking to the agent while continuing to listen to the customer interaction.

A whisper coaching substate and an elapsed timer appear in the interaction header. The agent hears you and receives a coaching notification; the customer never hears the audio. You can mute yourself and just listen to the conversation.
The agent can see which supervisor is coaching.

Important considerations:

  • You cannot pause listening during coaching. Agent controls for transfer, drop, consult, or conference are unavailable.
  • If the agent starts a consult or if the consult is already active, coaching remains available but you hear hold music.
  • During a conference, all agents can hear the coaching. Your name appears in the participant list.
  • If the agent transfers the call to another agent on your team, a different team, or a queue, coaching ends. The system displays a message stating that coaching has ended.
  • Only one supervisor can listen to an interaction. A second supervisor cannot listen, coach, or barge in while another supervisor owns the intervention session.
  • You cannot sign out while coaching is active.

What to do next

  • To join the customer conversation, select Barge in. The session changes to a barge-in session.
  • To end the coaching session, you can leave or select Stop listening.

Coaching ends when the call disconnects or when the interaction ends and enters a wrap-up state.

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