Managers have the ability to whisper to agents during live calls in Regal. When whispering, the manager can speak directly to the agent and the agent can hear them, but the contact cannot hear the Manager. This allows Managers to provide real-time coaching and guidance to agents without the contact being able to hear.
Managers can start whispering on calls by opening the Task Slideout for the call. The Task Slideout can be accessed by clicking on a task on the Agents page or by clicking on the task type on the Upcoming Tasks page.
You can start whispering to an agent during a live call by clicking the "Whisper" button. This will only be present when there is a live call to whisper to. You can stop whispering at any time without affecting the call by clicking "Stop Whispering". You can seamlessly transition between Listen, Whisper, and Barge modes during a call as needed.
The agent is able to see that you are whispering or barging by clicking on the "Transfer" button to open the Participants modal, which displays the Manager name and their status (either "Whispering" or "Barging").
Important notes:
- If you click away from the Task Slideout while whispering (or listening or barging), you will remain taking your action on the call (whispering/listening/barging).
- If either the agent or the contact hangs up while you’re whispering on a call, the call will end for everybody, including yourself.
- If you whisper on a call with multiple agents present, only the initial handling agent will be able to hear you.
If you'd like to listen to a live call without interacting with participants, check out our article about How To Listen To A Live Call. If you'd like to interact with both the agent and contact, check out our article about How To Barge Into A Live Call.