ACD Whisper Function

[mls5288]

I have a call center manager that currently uses his Observe key to monitor an agent’s conversation, however he wants to know if there is a way he can whisper comments to
an agent without the customer hearing him. Were using a Meridian - Option 61c, release 25.40 and no Meridian Max.

 

[PERRYPJ]

NOT AS OF TODAY, PUT IN ON YOUR WISH LIST

OLD ROLMEN WORKING ON NORTELS

 

[GHTROUT]

mls5288...Would some form of "chat" feature on the PC work? I can imagine that if the far end part was speaking to the agent, then a voice from above came through, it could confuse the agent into speaking a reply to the manager, which would them confuse the far end - etc... However, if the manager sent the chat in all caps, his style might be more attention getting than his message.


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Gene of

http://www.GHTROUT.com

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