Coaching behavior

Last Updated : Oct 07, 2020 |

When coaching is activated for a an agent or station:

  • The agent hears the coaching.

  • A second observer hears the coaching.

  • No other parties on the call hear the coaching.

When coaching is activated for a VDN:

  • All agents on the call hear the coaching.

  • All Service Observing agents on the call hear the coaching.

  • No other parties on the call hear the coaching.