REQUIRED USER ROLE |
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 informing 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 the Agent and the Customer.
Listen in on a call
Listen in on an active phone call to monitor its progress. Listening to calls can be an effective approach to helping train Agents and ensuring call quality.
Make sure you're unavailable before listening in on a call
You could receive new Customers or be routed a phone call if you're available in those Channels. Avoid being available any Channels when listening in on phone calls.
Find the active call you want 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.
Find the live phone call on the Conversation Timeline. Click
on the live call recording, then click Listen In On Call.
3. At this point, you can either let the Agent know you are listening or 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.
The Voice Control bar shows
in green signifying that the Agent can see 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
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 
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.
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.
Find the active call you want 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.
Find the live phone call on the Conversation Timeline. Click
on the live call recording, then click Listen In On Call.
3. You can 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 in 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 .svg){kind=small}
to unmute yourself and start coaching.
When you are not speaking, click
(turns red, signifying you are muted) to Join when you are not speaking to prevent distracting the Agent.
The 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 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.
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.
Find the active call you want 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.
Find the live phone call on the Conversation Timeline. Click
on the live call recording, then click Listen In On Call.
3. You can tell the Agent you are listening or keep yourself hidden. Click Yes, make me visible, then click Listen In.
4. At this point, you are in 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. You are on mute by default. Click unmute yourself and join the call.
Click
(turns red to indicate you are muted) when you are not speaking.
The 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 in 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.