Administrators, Team Managers, and Agent Plus users can Listen, Coach, or Join phone calls for training and quality purposes. They may also do so 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 speak.
When they are unmuted, their avatar appears with green strokes around it. The avatar disappears when they leave your call.
Refrain from addressing a coach while on the call
Because a coach can speak to you without the Customer hearing them, avoid directly responding to them while on the call to avoid tipping the Customer that you are being coached. Respond to your coach via your internal messaging system (e.g., Microsoft Teams, Slack, etc.).
Transfer the call to the person coaching you
If you need to transfer a call to a person who is coaching you:
From the Voice Control bar, click
.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.
The person you are attempting to transfer the call to can 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 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) who joined the call can all speak 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 hang up.
The person who joined the call leaves, and you continue with the call with the Customer.
Transfer the call to another Agent, Inbox, externally outside Gladly, or the person who joined your call.
Transfer the call to a person participating in the call
Do not hang up if the person who joined the call is taking over the call. You must first transfer the call to them to create a proper handoff.
From the Voice Control bar, click
.The person(s) in your call appears at the top of the list. Click the Transfer option next to the person you want to transfer to. The Customer is placed on hold 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 – You 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 – Transfer the Customer without speaking to an Agent receiving the call in the Inbox. For example, transferring a Customer to a different Inbox without speaking to the following Agent who will help the Customer is a Cold Transfer.
The person you are transferring the call to can 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.
Once the transfer is accepted, click Complete to leave the call.
