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.
Are there any charges for using Live Call Monitoring/Whisper/Barge?
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)
Is the agent aware that he/she/they is being monitored by a supervisor?
Yes, the agent can see when a supervisor is actively listening to the conversation.
Is the caller made aware that a supervisor is barging into 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.