Whispering Calls

Overview

Managers can listen in on live calls and offer suggestions to the agent without the lead hearing anything. This feature is restricted to managers and supervisors.

Starting a Whisper

As a manager in Hooked CRM, you will have access to the live calls within your team. On the Hooked Dashboard, you can use the Agent Page to see your live agents who are in calls or waiting for a call.

When you select an agent, you will open a chat bubble with them, and you’re given a few options at the top of the chat window. Clicking the Phone Tooltip will send you into a Monitoring Calls phase.

To start whispering, click Whisper on the Call Banner.

Ending a Whisper

You have two options to stop whispering: clicking the Whisper button or clicking End Call.

When you click the Whisper button, you’ll be taken to a Monitoring phase. However, clicking End Call will cause you to leave the call.