Is there a way to do "training wheels" while virtual?

[wa4zlw]

we're running a virtual call center with folks all over.

We're trying to figure out if there is a way for new hires to have "training wheels" while in the call center queues. This way the primary agent can teach the new agent the ropes.

Does anyone have any suggestions for us?

Many thanks Leon

 

[ad5ou]

Search "Eavesdrop" in the dial plan and in the docs.

 

[wa4zlw]

@ad5ou Hi there -- I'm wa4zlw yeah I know about eavesdrop but that could be abused. I know on 3cx they also had a "whisper" mode whereby a manager could talk to the agent only and the customer wouldnt hear it

 

[ad5ou]

Eavesdrop has multiple modes to allow for the whisper function.
"Listen to the call. Press 1 remote, 2 local, 3 full conversation, 0 mute"

 

[wa4zlw]

Yeah that might be the best way to do it. I don't see a way to select when using the GUI Eavesdrop from the call center

thanks

 

[wa4zlw]

I think using the operator panel is the way to do it for us thanks but i still dont see a way to whisper etc from gui or I am mising something really obvious

 

[JamesBorne]

No "Whisper" from GUI. I would do as suggested by @ad5ou.