Whisper mode is one of three call monitoring modes available on Jive (see Call Monitoring, Spy Mode or Barge Mode). In this mode, a supervisor listening in on a call between a customer and an agent can speak to the agent live on the call without the customer being able to hear. This is helpful for training situations with new agents. Admins can set up permissions to decide who can monitor, giving department heads local permissions.
Common Use Case
Whisper can be utilized in a situation when a new agent is ready to take their first call in your customer service department. You, as a supervisor, would enable monitoring in whisper mode on your device and immediately be present to make suggestions and provide guidance to your agent. The customer would never hear you, but this would improve training effectiveness and customer experience through real-time training and feedback. Calls can also be recorded for future reference (See Call Recording).