Live Call Monitoring / Whisper / Barge

Utilize Live Call Monitoring/Whisper/Barge

Supervisors can listen in on live calls.
Supervisors can Whisper/Coach to the agent during a call.
Supervisors can Barge into a live call and help the agent communicate with the caller.

Live call monitoring/whisper/barge FAQs

A whisper allows the supervisor to speak to the agent, so only the agent hears the supervisor speaking. A barge is when the supervisor enters the call and speaks directly to the caller and agent.

Unlike other companies, AvidTrak does not charge separately for enabling the Live Call Monitoring/Whisper/Barge features. You only pay a minimal amount for per minute use of the monitoring/whisper and barge features. (See Pricing page for charges)

Yes, the agent can see when a supervisor is actively listening to the conversation.

Yes, the agent can alert the caller that a supervisor is going to enter the conversation, also, the supervisor can barge in and alert the caller that they are now speaking to two people.