Supervisors can use the coach feature to provide expert advice and help agents address a customer request.

The agent receives notification that the supervisor is coaching them. The agents can hold a voice interaction, transfer, or end the interactions anytime and the coach session ends.

For voice interaction, a supervisor can listen to the real-time voice conversation between the agent and the customer. The supervisor can speak to coach the agent. However, the customer can only hear the agent's voice.

Supervisor must observe the interaction first to coach the agent. For voice interaction, the supervisor can change to Not Ready state to avoid any incoming calls during the coaching session.

An agent cannot consult another agent or supervisor when a coaching session is in progress.