Call Barging & Whispering
The Call barging & Whispering feature is to empower admins, managers, and authorized call agents to monitor live calls in real time. This allows for immediate coaching, guidance, and quality assurance.
Watch this video guide: Call Barging & Whisper Video Guide
How It Works:
Monitoring: Authorized users can listen in on incoming or outgoing calls via the RTM (Real-Time Dashboard) panel.
Whispering: Managers or admins can provide guidance to the agent without the customer hearing.
Limit: Maximum two users can monitor a single call simultaneously. This limit can be increased in future updates depending on product needs.
Web Call Requirement: Accounts must have Web Call enabled. All monitored, barged, or whispered calls will be accessed via the Web Call panel.
Benefits of Call monitoring
Improved Performance: Agents receive instant feedback and coaching.
Enhanced Quality: Supervisors can maintain service consistency.
Training & Onboarding: New agents can learn faster with real-time guidance.
Compliance: Managers and HR can ensure calls adhere to company policies.
Use Cases
Sales Teams:
Real-Time Coaching: Improve conversion rates during live calls.
Training: New reps receive immediate guidance.
Support Teams:
Quality Assurance: Supervisors ensure high service quality.
Training: New agents get help during difficult calls.
Quality Analysis:
Performance Review: Monitor agent performance and compliance.
Feedback: Provide instant insights to improve call handling.
HR Department:
Training & Onboarding: Ensure new employees receive accurate information.
Policy Adherence: Monitor HR-related calls for compliance.
Step-by-Step Guide:
Login to MyOperator panel:
Access RTM Panel: Click on Report -> Real-Time Monitoring to access using your authorized credentials.
This is RTM dashboard
Whenever any calls come on, the virtual number ON IVR count will increase.
When any call started landing on department then CONNECTING count will increase
When call connected to any agent in a department then
CONNECTED count will increase
On Call agent will display on the top of list
Join button display to Barge the call
7. When user click JOIN button then webcall window will popup and your are able to monitor the call
8. If you want to whisper the call then just click on UNMUTE button
9. Click the "Hangup" icon to leave the monitored call. If you do not click to cancel, the window closes automatically at the end of the call.
Prerequisites:
Web Call Requirement: Only calls from accounts with Web Call enabled can be monitored or 1. Barged.
User should be pro user having permission to access the RTM dashboard
Up to 2 users can monitor the same call.
RTM Permissions:
This feature is enabled for enterprise clients. So if RTM feature is enabled for an account then Call barging feature will automatically enabled for the account.
Default permission is Enabled for Admin only but the owner can change it based on their need.
Impact of Call barging feature in other features:
Billing: No additional cost for using call monitoring and whispering.
Call Logs: Monitored calls appear as standard calls; activity is not recorded separately.
Recording: Whispering is captured in the call recording.
Detail logs : Monitoring activity is not displayed. But in the future it will display.
After calling webhook: Monitoring activity will not come in API response.
Frequently Asked Questions: Call Barging & Whisper in RTM Dashboard
Q1: What are Call Barging and Whisper Mode?
A: Call Barging is a feature that empowers admins, managers, and authorized call agents to monitor live calls in real time. Whisper Mode allows managers or admins to provide guidance to the agent without the customer hearing the conversation.
Q2: What is the primary objective of these features?
A: The primary objective is to allow for immediate coaching, guidance, and quality assurance during live calls.
Q3: Who can use these features?
A: This feature is primarily for admins, managers, and authorized call agents within an organization. It is enabled for enterprise clients. By default, only Admins have permission to use Call Barging, but the account owner can change these permissions based on their needs. Users must also be "pro users" with permission to access the RTM dashboard.
Q4: What are the key benefits of using Call Barging and Whisper Mode?
A: The benefits include:
• Improved Performance: Agents receive instant feedback and coaching.
• Enhanced Quality: Supervisors can maintain service consistency.
• Training & Onboarding: New agents can learn faster with real-time guidance.
• Compliance: Managers and HR can ensure calls adhere to company policies.
Q5: What are some common use cases for Call Barging and Whisper Mode?
A: These features are highly beneficial for various teams:
• Sales Teams: Real-time coaching to improve conversion rates, and training for new representatives.
• Support Teams: Quality assurance to ensure high service quality, and training new agents during difficult calls.
• Quality Analysis: Monitoring agent performance and compliance for performance reviews, and providing instant insights to improve call handling.
• HR Department: Ensuring new employees receive accurate information during training and onboarding, and monitoring HR-related calls for policy adherence.
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II. How Call Barging & Whisper Mode Works
Q6: How do I monitor a live call?
A: To monitor a live call:
1. Login to your MyOperator panel.
2. Access the RTM (Real-Time Monitoring) Panel by clicking on Report -> Real-Time Monitoring.
3. The RTM dashboard displays active calls. When a call is connected to an agent, the "CONNECTED" count will increase, and the agent's status will show as "On Call".
4. A "Join Call" button will appear next to the agent's active call.
5. Clicking the "Join Call" button will open a Webcall window, allowing you to monitor the call.
6. To leave the monitored call, click the "Hangup" icon. If you do not manually disconnect, the Web Call window will close automatically at the end of the call.
Q7: How do I whisper to an agent?
A: Once you are monitoring a call via the Webcall window, simply click on the "UNMUTE" button (microphone icon) to whisper guidance to the agent. The customer will not hear you.
Q8: What is the maximum number of users that can monitor a single call simultaneously?
A: A maximum of two users can monitor a single call simultaneously. This limit may be increased in future updates based on product needs.
Q9: Is Web Call required to use Call Barging and Whisper Mode?
A: Yes, accounts must have Web Call enabled. All monitored, barged, or whispered calls will be accessed via the Web Call panel. Only calls from accounts with Web Call enabled can be monitored or barged.
Q10: Why can't a supervisor directly take over a live call or speak to the customer?
A: MyOperator provides Call Monitoring and Whisper Mode instead of direct takeover to ensure clarity and professionalism. Direct takeover often leads to dual voices, background noise, and customer confusion, which creates a poor experience for the customer. This approach allows supervisors to guide agents without disrupting the customer conversation.
Q11: Why doesn't a supervisor’s barge-in appear as a new live call in the dashboard?
A: A barge-in happens within an existing live call, not as a separate call. Since it is part of the same ongoing conversation between the agent and customer, it does not appear as a new live call in the dashboard.
Q12: What happens if I close the Web Call window while monitoring?
A: Closing the Web Call window temporarily disables incoming call monitoring for 10 minutes.
Q13: What happens if multiple Web Call windows are opened for the same call? A: If multiple Web Call windows are opened for the same call, extra windows are automatically disconnected, ensuring only the authorized number of monitoring sessions remain active.
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III. Access, Permissions & Billing
Q14: Who has default permission to use Call Barging?
A: By default, only Admins have permission to use Call Barging.
Q15: Who can change or extend permissions for Call Barging?
A: The account owner can change these permissions based on their needs, extending access to other users.
Q16: Is there an additional cost for using Call Barging and Whisper Mode?
A: No, there is no additional cost for using call monitoring and whispering.
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IV. Impact on Other Features
Q17: How does Call Barging affect call recordings?
A: Whispering is captured in the call recording.
Q18: How do monitored calls appear in Call Logs?
A: Monitored calls appear as standard calls in the Call Logs; the monitoring activity itself is not recorded separately.
Q19: Is monitoring activity displayed in Detail Logs or After Calling Webhooks?
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