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.
Aircall's Agent Coaching feature, available on the Professional plan, does just that by providing Aircall admins the privilege of listening in on calls in real-time. Aircall admins can whisper to an agent without alerting the customer, coaching them to professionalism and productivity.
How does this feature work for admin users
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Log in to the Dashboard
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Click on Activity Feed located in the navigation menu on the left-hand side of the screen
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Select the ongoing call and click Coach
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Within the pop-up screen, you will need to choose to Notify the user when you join or not
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Click Start
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You can leave and coach the same call as many times as you would like
User Perspective - How does it work?
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When an agent's call is being coached, the agent will be alerted by a sound
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A notification indicating an admin user has entered the call will appear in the agent's app
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A notification will appear on the Aircall app reading “USER X is coaching me”
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The Aircall agent will be able to hear both their customer and the Aircall admin
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The client will not be able to hear the admin who is coaching
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The Aircall agent can perform all typical call actions as usual (transfer, mute, hold, tag, comment, hang up)
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The Aircall agent cannot remove the coaching Aircall admin from the call
⚠️ Please note that each Aircall admin will only be able to coach one call at a time. Additionally, each call will only be able to be coached by one Aircall admin at a time.
Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!