Listen, Coach, or Join Phone Calls
  • 30 Nov 2021
  • 5 Minutes To Read
  • PDF

Listen, Coach, or Join Phone Calls

  • PDF

REQUIRED USER ROLE 
Administrator, Team Manager, or Agent Plus
ACADEMY
Available in eLearning format in the Academy.

You can listen to live phone calls, coach Agents to help them out (without the Customer hearing you), or fully join the call with the Agent and the Customer.

  • Listen – Listen to an active call with the option of being invisible or inform an Agent that they are being listened to.
  • Coach – Help or coach Agents on a live call without directly interacting with the Customer or without the Customer knowing the Agent is being assisted.
  • Join – Become part of the phone call to interact with both the Agent and the Customer.

Voice Control bar

Listen in on a call

Listen in on an active phone call to monitor how the call is going. Listening to calls can be an effective approach to help train Agents and to ensure call quality.

  1. Find the active call you'd like to listen to through Agent Liveboard or Search.
    • Agent Liveboard – Agents on a call show a phone icon with the call duration next to their name. Click the status to take you to the Customer's Profile and the active phone call.
    • Search – Find the Customer's Profile by using the search feature.
  2. Find the live phone call on the Conversation Timeline. Click the kebab menu icon (three dots) on the live call recording, then click Listen In On Call.
  3. At this point, you are given the option to either let the Agent know you are listening or to keep yourself hidden.
    • Visible – If you click Yes, make me visible, the Agent is notified that you joined the call to listen with a toast notification.
      Agent notification that a listen joined the call.
      •  The Voice Control bar appears with the Visibility icon in green to signify that the Agent can see that you are listening.
    • Hidden – If you click No, keep me hidden, the Agent is not notified that you joined the call to listen. You can make yourself visible by clicking on the Visibility icon, so it turns green, and the Agent is notified that you entered the call. Your avatar also appears on their Voice Control bar.
  4. Make your choice, then click Listen In to continue. When you're ready to leave the call as a listener, click the Leave Call icon on the Voice Control bar.

Coach an Agent

Assist an Agent on a call if they need help without disturbing the Customer. This allows you to speak directly to the Agent without the Customer knowing.

To go into Coach mode, you must go into Listen mode first and flag yourself as visible.

Note - Notify the Agent before you start coaching them
Let the Agent know that you are about to coach them through your internal messaging system (e.g., Slack, Microsoft Teams, etc.), so they can mentally prepare to receive help without feeling startled. Follow your team's policy for coaching Agents.

  1. Find the active call you'd like to listen to through Agent Liveboard or Search.
    • Agent Liveboard – Agents on a call show a phone icon with the call duration next to their name. Click the status to take you to the Customer's Profile and the active phone call.
    • Search – Find the Customer's Profile by using the search feature.
  2. Find the live phone call on the Conversation Timeline. Click the kebab menu icon (three dots) on the live call recording, then click Listen In On Call.
  3. You are given the option to either let the Agent know you are listening or keep yourself hidden. Click Yes, make me visible, then click Listen In.
  4. At this point, you are on Listen mode, and the Agent is notified that you joined, but they can't hear you yet.
    • Note – Notify the Agent before you start coaching them. Use your internal messaging system (e.g., Slack, Microsoft Teams, etc.), so they can mentally prepare to receive help without feeling startled. Follow your team policy for coaching Agents.
  5. Click Coach from the Voice Control bar, and a new Mute/Unmute icon next to Join will appear. You are on mute by default. Click the Unmute icon to unmute yourself and start coaching.
    • When you are not speaking, click the Mute icon (turns red to indicate you are muted) next to Join when you are not speaking to prevent distracting the Agent.
    • Mute preference is persistent when you move from Coach to Join and vice versa. The default state — muted — is restored when you leave the call.
  6. When you're done coaching, you can leave the call by clicking the hang-up icon or:
    • Go back to Listen mode, update your Visibility setting, and continue listening to the call.
    • The Agent can transfer the call to you if requested.
    • Join the call if you need to step in and assist with the call.

Join an Agent on their call

Join an Agent on a call with a Customer if the Agent needs additional assistance to resolve an issue. In this mode, all participants can speak to each other.

Go to Join mode by going into Listen mode first and flag yourself as visible.

Note - Notify the Agent before you join their call
Let the Agent know that you are about to coach them through your internal messaging system (e.g., Slack, Microsoft Teams, etc.), so they can mentally prepare to receive help without feeling startled. Follow your team's policy for coaching Agents.
  1. Find the active call you'd like to listen to through Agent Liveboard or Search.
    • Agent Liveboard – Agents on a call show a phone icon with the call duration next to their name. Click the status to take you to the Customer's Profile and the active phone call.
    • Search – Find the Customer's Profile by using the search feature.
  2. Find the live phone call on the Conversation Timeline. Click the kebab menu icon (three dots) on the live call recording, then click Listen In On Call.
  3. You are given the option to either let the Agent know you are listening or keep yourself hidden. Click Yes, make me visible, then click Listen In.
  4. At this point, you are on Listen mode, and the Agent is notified that you joined, but they can't hear you yet.
  5. Click Join from the Voice Control bar, and a new Mute/Unmute icon next to Join will appear. You are on mute by default. Click the Unmute icon to unmute yourself and join the call.
    • Click the Mute icon (turns red to indicate you are muted) when you are not speaking.
    • Mute preference is persistent when you move from Join to Coach and vice versa. The default state — muted — is restored when you leave the call.
  6. When you're done helping, you can leave the call, or:
    • Go back to Coach mode and continue to assist the Agent without other participants hearing you.
    • Go back to Listen mode, update your Visibility setting, and continue listening to the call.

Check call participants

In Listen, Coach, and Join modes, you can see who is currently on the call by clicking the Participants icon.

External participants (not in Gladly) appear under the External Participants header.

Receive a call transfer 

You may need to take over a call from an Agent to assist a Customer further while you're on Coach or Join mode. When visible, your name appears on their warm transfer list. If you're hidden, they can search your name and transfer the call.


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