Internal Users Coaching or Joining a Call

Administrators, Team Managers, and Agent Plus users can Listen, Coach, or Join phone calls for training and quality purposes. They may also do so simply to assist you when you need help.

Listening to your call

Visible

If a listener begins to listen to your call and flags themselves as visible to let you know that they have joined to listen, you'll see a toast notification with a message that they joined the call.

You'll also see the avatar of the person listening on the call. Hovering over the avatar shows you who's listening.

• If you have multiple listeners, their avatars will appear next to each other.
• Their avatar disappears when they leave the call.

Hidden

You won't know a listener joined your call if they flag themselves as hidden upon joining the call.

Coaching you while on a call

An Administrator, Team Manager, or Agent Plus user can coach you while you're on a call. You can also have multiple coaches on your call. In this mode, a person about to coach you must make themselves visible first, so you are notified of their presence. Don't worry; your Customer won't hear them when they are speaking.

Their avatar will appear with green strokes around it when they are unmuted. The avatar disappears when they leave your call.

Transfer the call to the person coaching you

If you need to transfer a call to a person that is coaching you:

1. From the Voice Control bar, click on the Transfer icon.
2. The person(s) coaching you appear on top of the list. Click Transfer next to who you want to transfer the call to. The Customer is placed on hold while you wait for the transfer to go through.
   
   • Use the search field to find another Agent or Inbox to transfer to.
3. The person you are attempting to transfer the call to has the option to Accept or Decline the call.
   • If they Accept the call, the call is immediately transferred, and you are removed from the call.
   • If they Decline the transfer, it'll say Declined, and you can decide who else to transfer the call to. The "Declined" state is only temporary and transitions quickly back to "Transfer."
     

Joining your call

An Administrator, Team Manager, and Agent Plus user can fully join a call. You can also have multiple users join your call. In this mode, you, the Customer, and the person(s) that joined the call can all speak to and hear each other.

A person can only join the call with the Customer after they have made their presence known. From here, you can:

• Continue with the call until it's over and you simply hang up.
• The person that joined the call leaves the call, and you continue with the call with the Customer.
• Transfer the call to another Agent, Inbox, externally outside of Gladly, or the person that joined your call.

Transfer the call to a person participating in the call

Do not hang up right away if a person that joined the call is taking over the call. You must first transfer the call to them to create a proper handoff. 

1. From the Voice Control bar, click on the Transfer icon.
2. The person(s) in your call appears at top of the list. Click the Transfer option next to who you want to transfer to. The Customer is placed on hold at this point while you wait for the transfer to go through.
   
   • To transfer to a different person not part of the call, type their name in the search box, and click their name on the list. You will see Warm and Cold transfer options.
     • Warm Transfer – When you have the chance to speak to the Agent you’re transferring the Customer to before completing the transfer. It allows you to brief the Agent on the Customer’s issue, rather than having the Customer repeat their issue.
     • Cold Transfer – When you transfer the Customer without actually speaking to an Agent receiving the call in the Inbox. For example, transferring a Customer to a different Inbox without actually speaking to the next Agent that will help the Customer is a Cold Transfer.
3. The person you are transferring the call to has the option to Accept or Decline the call.
   • If they Decline the transfer, it'll say Unavailable, and you can decide who else to transfer the call to.
     
4. Once the transfer is accepted, click Complete to leave the call.