Call whisper

Call whisper is a supervision feature that lets an authorised person speak privately to an agent during a live call. In its usual form, the other participant does not hear the supervisor's coaching audio. It differs from a conference or a call barge, where the supervisor joins the conversation so the external participant can hear them as well.

The exact audio routing and permissions depend on the telephone system. A team should test who can hear whom, including what happens during transfers, holds and changes of device. Private coaching can help an agent respond to a difficult question, but it also requires attention to distraction and the handling of sensitive information. Access controls, staff guidance and any required notices should be part of the workflow. Whispering describes an audio path, not an assurance about recordings: whether a recording captures the coaching channel depends on how the system records and mixes the call.