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Coach an Interaction

Requirements: For more information, see Coach.

Tip: Operator Console users employ Whisper mode instead of the Coach feature.

Use the supervisory Coach feature to add yourself to an agent’s interaction on any queue you have permission to monitor. This enables you to provide advice to the agent without the customer knowing that you are assisting on the interaction. The agent can hear your side of the conversation, but the customer cannot.

This feature is especially helpful to supervisors who are training new agents, monitoring employee customer service performance, or simply providing assistance with a customer call.

You must have permission to use the Coach feature and you must have permission to monitor queues. If you have questions about your rights and permissions, see your CIC administrator.

Tip: If the agent presses the Mute button while you are coaching the agent, the customer no longer hears the agent but the agent can continue to converse with you. The Mute button does not affect the audio between the agent and the coach.

Note: You cannot coach on a conference call with 50 or more participants. If you are coaching a participant when a conference call exceeds this limit, your form of participation switches to Listen. For more information, see Listen Button.

To coach an agent on an interaction:

Make sure you have permission to monitor a specific queue.

Select the interaction you want to join and do one of the following:
- Click the Coach button.
- Right-click and choose Coach from the menu that appears.
- Press Ctrl+O.

Result: You are now connected to the agent’s interaction, enabling you to provide advice to the agent without the other party knowing you are assisting on the interaction. The agent can hear your side of the interaction, but the other party cannot.

The Listen button is activated on your client. An icon appears in the agent’s Lstns column on his or her client. To disconnect the session, click the Listen button.