Agent coaching allows you to whisper in on your agents’ calls, and the lead will not hear you.
To have the ability to coach your agents’ calls, they must first be listed as an agent under you as seen in the Account Settings page located in the left hand menu, and under the My Team tab.
The agent must have Agent Coaching enabled on their dialer. They can do this by clicking the phone icon at the top right hand corner of their Ringy account, and toggling Agent Coaching to on as seen in the screenshot below. They must turn this on prior to the call being initiated and each time they login to their Ringy account.
To have agent coaching always enabled, a company administrator can turn this on for all agents under their company settings or a select few under their company settings as found by navigating to the Account Settings page in the left hand menu, and under the My Company tab.
To join the agent’s calls and access the agent coaching feature, navigate to your Dashboard and under the Agent Summary section, click the Join Call button. The Join Call option will only be selectable if the agent is on an active phone call. Please note, to join an agent’s call, you must have call forwarding set to Accept Calls in Ringy, which can be chosen to the left of the Welcome button in the top right of your screen.
