When you monitor an agent's active call, you can enter the call to coach the agent. In this mode, the agent can hear you but the contact cannot.
- In Thin Agent toolbar, click the supervisor icon. A list of all your agents currently engaged in active calls appears in the Supervisor panel.
- Click a row to listen to the current call. The agent and contact cannot hear you.
- Click Coach. The agent can now hear you but the contact cannot.
- To return to only listening to the call, click Monitor.
- To stop listening to the call, click Stop Monitoring.
