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.
Christian Rodriguez commented
Please add these features! For training purposes these features would be extremely beneficial.
We need barge in. Make it a reality!
Shoretel refers to these features as Silent Monitor and Silent Coach I believe. It would definitely be nice to have in addition to Call Recording. It looks like call recording is on the backlog still. https://microsoftteams.uservoice.com/forums/555103-public/suggestions/19013110-audio-call-recording-in-teams
Marvin E Badawi commented
Really need this basic feature please.
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.