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This article is the companion article for the Switchboard Training Tools video. Managers can use these training tools to ensure employees are performing as taught and to give help on calls.
Headphone Icon
Click on the headphone icon in either Contacts and Tags or the Queue Member Activity widget. You have access to the Monitor, Record, Whisper, or Barge features.
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Monitor
Allows the manager to listen in on a call to make sure employees are doing as trained.
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Record
Gives the manager the ability to record an employee's active call. This recording can be sent to your email, allowing you to listen to the session whenever you wish to.
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Whisper
Allows a manager to listen in on a call and talk to the employee without the customer hearing. This gives the manager a way to help with the live call without the customer knowing anything is happening.
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Barge
Allows the manager to 'barge' in, or join the call to provide assistance if it's requested.
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