Barge, Whisper, Listen In
I found a similar request for Skype here (https://www.skypefeedback.com/forums/299913-generally-available/suggestions/8900035-monitoring-features-silent-monitor-whisper-bar). I haven't been able to find documentation on implementation of the following so wanted to throw it out there just in case.
1) Whisper - Managers or supervisors can tell agents what to say (advice or answers) without customer hearing them.
2) Barge In - Managers or other users can jump on a call without permission from the original user to help with a call (especially useful in call center situations).
3) Listen - Managers or other users can listen in on a call, given they have the access (QA uses extensively).
All 3 features are sometimes referred to with different names, but hopefully the concept is clear.
Ray Jacobson commented
This would be a great help as we have to shadow our new hires during the 2-week training time frame.
Currently, 9/10 times, the Analyst has to pause the conversation to give the users side of the story where if we had the above features we could monitor and contribute in a timely manner.
Sara Baron commented
This is super important to me.
Lisa Lee Williams commented
I am looking for this functionality as well for training and development.