Hi
If you are open to 3rd party solutions then your problem can be resolved using Parsec's MARS Silent Monitoring & Whisper solution.In addition to other functionalities it has below features :
- Continuous monitor a selected agent - Monitoring starts automatically when agents gets busy on a call
- Silent Whisper Feature
Please refer to attached document.
For more details please write to info@parsec-tech.com
www-parsec-tech.com