Voice Control Bar Overview

Get to know the voice control bar to control and manage your call experience.

Voice Control bar when on a call

The Voice control bar immediately appears on top of the Customer Profile when a call starts.

The Voice Control bar is made up of the following elements.

• Call Participants Flagged As Visible – Avatar(s) of a Team Manager, Agent Plus, or Administrator flagged as visible listening on the call. Multiple avatars appear if there is more than one listener.
• Mute/Unmute – To mute or unmute the microphone.
  • Appears in red with a slash when the microphone is muted.
    
• Hold – Put the Customer on hold, and they hear hold music.
  • Appears in red with a moving circular stroke around the icon when a Customer is on hold.
    
• Transfer – Transfer the call to another Agent, Inbox, or Gladly user.
• Conference – Conference the call with an external contact outside of Gladly, or transfer a call outside of Gladly.
• Keypad – Open the dial pad.
• End Call – End the call.
• Record Indicator – Live call recording indicator. Stops and resumes call recording.

Voice Control bar to Listen, Coach, or Join a call

The Voice Control bar illustrated below appears when a Team Manager, Agent Plus, or Administrator user starts to listen in, coach, or join an active call.

• Visibility – Control visibility when listening to call.
  • Appears in red with a slash if flagged as invisible.
  • Must be flagged as visible to Coach or Join a call.
• Call Participants – On all modes, indicate the number of participants (internal and external) on the call visible to the Agent.
• Leave Call – Leave a call you are listening in to, coaching, or have joined.
• Mode – Mode selector to Listen, Coach, or Join a call.
  • Coach and Join are unavailable if Visibility is set to hidden.
• Mute – Mute the microphone when in Coach or Join mode.
  
  • Appears in red with a slash if muted.
  • Mute is the default state. The state will persist when changing modes from Coach to Join and vice versa.