With the Service Observing Whisper Coaching feature, a service observer can talk to the agent while a call is connected without being heard by the caller. This feature improves agent training and performance because a supervisor using Service Observing can coach the agent by whispering advice to the agent. Customers cannot hear the advice that the supervisor provides to the agent. Supervisors can coach only in the following scenarios:

• Observing an ACD agent in the Listen-Only or Listen & Talk modes, and not in the No-Talk mode.

• Observing an active call, which is not in conference or on-hold.

In case of a Vector Directory Number (VDN) observing, the supervisor can coach only when the call connects to a local ACD agent. You can have more than one observer for a call, but only one observer can provide coaching.