Coach in the Moment. Not After the Fact.
Listen silently, speak directly to your agent without the customer hearing, or join the call—all from a right-click in Team Status.
Request a Demo
Important Distinction
ConnectPath provides LIVE whisper coaching—supervisors speak directly to agents during active calls, in real-time. This is true coaching, not pre-recorded prompts.
Silent Monitor
Listen to active calls without agent or customer awareness. Accessible from Team Status when an agent shows "Connected"—no separate tool or console required.
- Listen to active calls without agent or customer awareness
- Accessible from Team Status when agent shows "Connected"
- No separate tool or console required
- Full call audio in real-time
Whisper Coach (Live)
Speak directly to the agent in real-time while the customer cannot hear. Perfect for training, escalation guidance, and compliance scenarios.
- Speak directly to the agent in real-time
- Customer cannot hear the supervisor
- Perfect for training and escalation guidance
- This is LIVE whisper—not pre-recorded whisper flows
Barge-In
Join active calls as a participant. Useful for escalations or when a customer requests to speak with a supervisor.
- Join active calls as a participant
- Useful for escalations
- Customer requests to speak with supervisor
- Seamless transition from monitoring to participation
Chat Barge
Join agent-customer chats with full conversation history. Translation support maintained, and supervisor messages are visible to both parties.
- Join agent-customer chats with full conversation history
- Translation support maintained
- Supervisor messages visible to both parties
- Real-time text coaching available
When to Use Each Feature
Different situations call for different levels of intervention.
Silent Monitor
- Quality assurance reviews
- New agent observation
- Compliance verification
- Performance assessment
Whisper Coach
- Real-time training
- Escalation guidance
- Complex issue support
- Compliance reminders
Barge-In
- Customer escalation requests
- Urgent intervention
- VIP customer handling
- Dispute resolution
Related Supervisor Tools
See Live Coaching in Action
Request a demo to see how ConnectPath's live whisper coaching transforms agent training.
Request a Demo