Glossary
Call whisper
Also called: Whisper coaching · Whisper mode · Call coaching
Call whisper lets a supervisor speak to an agent during a live call so that only the agent hears them, while the customer hears nothing.
Whisper sits between live call listening, where the supervisor only hears, and joining (barge-in), where both sides hear the supervisor. It is used to coach new agents, give a fact on the spot or suggest how to calm a difficult call.
Hearing two voices at once is hard, so short prompts work better than long explanations.
How Risti does it
In Risti, team leads choose Whisper from a colleague’s person card in Ristiville; only the agent hears them.
Join the call brings the lead into the call for both sides; the customer first hears a short notice. Listen, Whisper and Join the call each need their own permission.