You can whisper into an in-call agent's headset, monitor their call, and take full control over a call, all from the Agent Activity window in your Manager Dashboard.
1. Find an In-Call agent from the Agent Activity window in your Manager Dashboard and click Click To Monitor.
2. A Conference Information box will appear below your web-phone dial pad, giving you complete control over both sides of the call, as well as the ability to whisper directly to your agent, or commandeer the call.
Note: Drag your mouse over each button for an exact description of it's functionality.