Cisco Jabber - Coaching/trainee call capabilities

[ArjanKruizinga01476]

Good day,

Our customer uses Cisco Jabber and is wondering if there are options to listen in on calls made by trainees from there call center agenst, for training and coaching purposes. I tried to find this option in the documentation but could only find a headset where you plug in to another headset. This would mean the coach would have to physically sit next to the person. Because of Covid constrictions this is not an option, is there a software option in Cisco Jabber to accomplish this?

[Jaime Valencia · Accepted solution]

You can use shared lines and barge in, but you'd need to configure a shared line for everyone who needs this, or you would need to look into monitoring solutions which are often part of contact center. Jabber itself provides nothing to do what you're asking.

[PTS]

3rd party solutions like MARS Silent Monitor & Whisper provides these features where supervisors/Trainers can silently monitor/listen to conversations ( from their own Cisco IP Phones/Jabber Clients) between agents/trainees and customers