To ensure a consistent level of customer service and measure agent performance, those in supervisory roles may want to have the ability to monitor live calls and train agents effectively during a call. 

Contact Hub's Agent Coaching feature, available on the Professional plan, does just that by providing Contact Center Hub Admins the privilege of listening in on calls in real-time. Contact Center Hub admins can whisper to an agent without alerting the customer, coaching them to professionalism and productivity.

1. Sign in to your Dashboard
2. Click Calls & Stats, located in the navigation menu on the left-hand side of the screen.
3. Select Activity feed.   
4. Select the ongoing call and click Coach. 
5. Within the pop-up screen, you'll need to choose to Notify the user when you join or not.
6. Click Start.

You can leave and coach the same call as many times as you would like. 

When an agent's call is being coached, the agent will be alerted by a sound.

A notification indicating an Admin has entered the call will appear in the agent's app.

A notification will appear on the Contact Center Hub app reading “USER X is coaching me”.  

• The Contact Center Hub agent will be able to hear both their customer and the Contact Center Hub Admin.
• The client will not be able to hear the Admin who is coaching.
• The Contact Center Hub agent can perform all typical call actions as usual (transfer, mute, hold, tag, comment, hang up).
• The Contact Center Hub agent cannot remove the coaching Contact Center Hub admin from the call

Please note: Each Contact Center Hub Admin will only be able to coach one call at a time. Additionally, each call will only be able to be coached by one Contact Center Hub Admin at a time

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!