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 Live Monitoring does just that by providing Aircall admins and supervisors the privilege of listening in on calls in real-time. Aircall admins or supervisors can whisper to an agent without alerting the customer, coaching them to professionalism and productivity.
How it works
Access to the coaching
The coaching is available for ongoing calls in the calls tab
It is also possible to coach a user from the users tab, when the user is engaged on a call
Start a coaching session
To start coaching, click on the “coach button”
- Select the ongoing call and click Coach
- Within the pop-up screen, you will need to choose to Notify the user when you join or not
- Click "Whisper" to talk to your agent without alerting the customer, to provide coaching to them.
- You can leave and coach the same call as many times as you would like
Note: the first time you are using the feature, an installation procedure takes place. If you empty your local cache, this installation occurs again.
Agent Perspective - How does it work?
- When an agent's call is being coached, the agent will be alerted by a sound
- A notification indicating an admin/supervisor user has entered the call will appear in the agent's app
- A notification will appear on the Aircall app reading “USER X is coaching you”
- The Aircall agent will be able to hear both their customer and the Aircall admin/supervisor
- The client will not be able to hear the admin/supervisor who is coaching
- The Aircall agent can perform all typical call actions as usual (transfer, mute, hold, tag, comment, hang up)
- The Aircall agent cannot remove the coaching Aircall admin/supervisor from the call
Restrictions and troubleshooting
If you're experiencing issues wuth the coaching feature, Here are some troubleshooting steps you can follow to resolve the problem. If these steps don't work,, you can reach out to our support team.
Who can use the coaching?
⚠️ Access to the coaching is reserved for users with Admin and/or Supervisor roles only.
It is available to users having access to Live Monitoring or Live Monitoring+ only.
⚠️ This feature can only be accessed via Google Chrome.
Which type of calls can or can’t be coached?
A call can be coached only when the Aircall agent is on a call with the customer.
The following calls cannot be coached:
- Emergency calls
- Conference calls
- Calls transferred to an external number
Can several admin or supervisors coach a same call?
A call can only be coached by one Aircall admin or supervisor at a time.
Can I coach several calls at a time?
Each Aircall admin or supervisor can coach only one call at a time.
Am I still available to pick up calls when I’m coaching a call?
If you are coaching a call, your status will be set to unavailable.
There is no audio during coaching
If there is no audio during coaching, it could be due to blocked ports or IPs needed for the coaching feature. Please have your IT team follow the recommendations mentioned in this article.
Which browser can I use coaching on?
You can use the coaching feature on the Chrome browser only.